Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

'Failed to Retrieve User' error for unauthenticated Service Desk users

When an unauthenticated user created a Service Desk ticket the 'Reporter' field comes back with 'Failed to Retrieve User qm:xxx'

This means that I don't know the email of the user who has raised the issue or how to communciate with them

2 answers

0 votes
Radu Atlassian Team Jul 21, 2019

Hi Johnny,

We are aware of the issue, I expect if you refresh the page it fixes itself. 

Please let me know if the reporter field remains unusable after 5 minutes.



This is excessively happening in Jira Cloud today. I have refreshed the page, and it works maybe 1 out of 3 tries, and then about 10 minutes later the failed to retrieve user comes right on back.


Could you provide the issue url?

Radu Atlassian Team Aug 12, 2019

@Coley Anderson could you please a support ticket so we could keep track of these issues and investigate? Any logged case helps up identify and fix issues like this one.




Hi Radu - We haven't had any instances of this in the last week, but if I see it again I will open a ticket!

I'm also experiencing this issue but it has changed from "Failed to Retrieve User qm:xxx" to simply "Failed to Retrieve User"

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

243 views 7 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you