Hi all, On our Jira Cloud Free site (one company-managed software space, 4 users), the space Reports page (the new tile-based one) has an "Open work by assignee" chart. One user, who is active and has Jira access, never appears in it: his open work items are counted under "Unassigned". What we see * JQL project = TLR AND issuetype in (Story, Task, Bug) AND statusCategory != Done AND assignee = returns 3 items. * The same JQL with assignee is EMPTY returns 59, while the chart shows 62 under "Unassigned" (59 + his 3). Every other person matches the JQL exactly. * The report's own Assignee filter doesn't list him at all. * In admin.atlassian.com he is Active, with Jira access; he joined on Oct 23 and can open and edit his work items. A colleague who has never touched a ticket is listed correctly. * The only difference we can spot: his account ID starts with "70121:", the others with "712020:" or are plain hex. What we tried * A new tile with the same chart: same result. * Unassigning and reassigning his 3 work items. * Waiting two days. Is there an indexing or user-sync step for Reports that we can trigger, or is this a known issue with some account types? Thanks!

Thanks Shaik. We checked both points: * Permissions: we're on Jira Free, where every user with Jira access has the same project permissions (no configurable permission schemes or project roles). Lorenzo is assignable: he is the assignee of 3 open work items, and a Pie Chart gadget on the same filter counts them under his name. Only the Reports tile puts them under "Unassigned", and its "Work item assignee" filter doesn't list him at all. * Directory sync: we removed him from jira-users-talaria-studio and re-added him, and refreshed the report after 24 hours: no change. The only difference we see is his account ID (70121:… while the others are 712020:…). We've also opened a support request with the CSV and screenshots (JST-1364546).

Hi @Manuele Viganò The issue is not caused by the Account ID format (70121: is a standard, valid Atlassian Identity format). The Reports tile only charts users who have the project-level Assignable User permission. If a user lacks this permission or their directory cache is desynced, the report lumps their tickets into Unassigned. Here are the two ways to fix it: Verify Project Role & Permissions: * Go to Project settings → Access (or People). * Ensure the user is explicitly assigned a project role (e.g., Member or Administrator). * Check Project settings → Permissions to confirm that the Assignable User permission includes that role. Trigger a User Directory Sync: * Go to admin.atlassian.com → Directory → Users. * Select the user, temporarily remove them from the Jira access group (e.g., jira-software-users), and re-add them immediately. * This forces Jira Cloud to flush and rebuild the user's directory and permission cache. * After applying this, refresh the Reports page—the user should appear in the filter, and their issues will separate from "Unassigned". Thanks!!

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Reports: one active user's open work is counted as "Unassigned"

Manuele Viganò

Hi all,

On our Jira Cloud Free site (one company-managed software space, 4 users), the space Reports page (the new tile-based one) has an "Open work by assignee" chart. One user, who is active and has Jira access, never appears in it: his open work items are counted under "Unassigned".

What we see

JQL project = TLR AND issuetype in (Story, Task, Bug) AND statusCategory != Done AND assignee = <his accountId> returns 3 items.
The same JQL with assignee is EMPTY returns 59, while the chart shows 62 under "Unassigned" (59 + his 3). Every other person matches the JQL exactly.
The report's own Assignee filter doesn't list him at all.
In admin.atlassian.com he is Active, with Jira access; he joined on Oct 23 and can open and edit his work items. A colleague who has never touched a ticket is listed correctly.
The only difference we can spot: his account ID starts with "70121:", the others with "712020:" or are plain hex.

What we tried

A new tile with the same chart: same result.
Unassigning and reassigning his 3 work items.
Waiting two days.

Is there an indexing or user-sync step for Reports that we can trigger, or is this a known issue with some account types?

Thanks!

Accepted answers

All comments

Arkadiusz Wroblewski

Hello @Manuele Viganò,

You've ruled out most common causes.

Hmm…… Try a standard Jira dashboard’s Pie Chart gadget, grouped by Assignee with the same JQL filter. If it shows the user correctly, the issue is likely with the new Space insights reporting, which Atlassian should investigate.

Best,
Arek 🤠🧙‍♂️

Manuele Viganò

Thanks Arkadiusz Wroblewski, that helped narrow it down.

I added a standard Pie Chart gadget to a dashboard, using the same filter and grouped by Assignee: it shows Lorenzo correctly, with his 3 open work items. In the space report, the open work by assignee chart still puts those same 3 items under "Unassigned".

So it looks like an issue in the new space insights reporting. We're on the Free plan: is there a known bug for this, or is the "Give feedback" button in the report the right way to raise it with Atlassian?

Arkadiusz Wroblewski

alternatively, write directly to http://support.atlassian.com

No, this button does not open any ticket but is semi "Giving Feedback".

Btw, you can reply to my answer by clicking "Reply". That way, our conversation will stay within the same thread.

Manuele Viganò

Thanks Arek, I'll contact Atlassian Support and post the outcome here, in case it helps someone else.

Manuele Viganò

I've opened a support request (JST-1364546).

What we found so far: the CSV export of the report tile has no row for Lorenzo, and his 3 open work items are counted as "Unassigned". All the other users match the JQL counts exactly. The only difference we could see is his account ID: it's the only one starting with "70121:".

I'll post the outcome here.

Shaik Riyaz

Hi @Manuele Viganò

The issue is not caused by the Account ID format (70121: is a standard, valid Atlassian Identity format).

The Reports tile only charts users who have the project-level Assignable User permission. If a user lacks this permission or their directory cache is desynced, the report lumps their tickets into Unassigned.

Here are the two ways to fix it:

Verify Project Role & Permissions:

Go to Project settings → Access (or People).
Ensure the user is explicitly assigned a project role (e.g., Member or Administrator).
Check Project settings → Permissions to confirm that the Assignable User permission includes that role.

Trigger a User Directory Sync:

Go to admin.atlassian.com → Directory → Users.
Select the user, temporarily remove them from the Jira access group (e.g., jira-software-users), and re-add them immediately.
This forces Jira Cloud to flush and rebuild the user's directory and permission cache.
After applying this, refresh the Reports page—the user should appear in the filter, and their issues will separate from "Unassigned".

Thanks!!

Manuele Viganò

Thanks Shaik. We checked both points:

Permissions: we're on Jira Free, where every user with Jira access has the same project permissions (no configurable permission schemes or project roles). Lorenzo is assignable: he is the assignee of 3 open work items, and a Pie Chart gadget on the same filter counts them under his name. Only the Reports tile puts them under "Unassigned", and its "Work item assignee" filter doesn't list him at all.
Directory sync: we removed him from jira-users-talaria-studio and re-added him, and refreshed the report after 24 hours: no change.

The only difference we see is his account ID (70121:… while the others are 712020:…). We've also opened a support request with the CSV and screenshots (JST-1364546).

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