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

Unable to assign manager in helpdesk ticket Edited

We have a jira service desk form set up for the creation of new employees.  In the form, our HR department is supposed to be able to assign who the manager is of the new employee by searching the manager's name in the box and clicking it from a dropdown menu.  This function works for our admins, but not for our HR employees.

Any suggestions.

I have attached a screenshot of what it looks like for IT, and a screenshot of what it looks like for normal employees.

Annotation 2020-02-13 111140.png

^^^^IT Employees

Annotation 2020-02-13 111330.png

 

^^^^Normal employees

1 answer

Hi @Connor_Moroney 

What if the employee typed in the same few characters as what IT dept did? (e.g. cmoroney), what happens then? Does it show the full name and address? 

I only ask because your screenshot shows nothing for the random characters 'asdf' which is the first 4 keys on the middle row of a keyboard. What if they entered in a valid name or email address? 

-Mike 

if they were to type in cmoroney, it would return nothing,  i just put in asdf because i didnt have another account free to me at the time to create the screenshot.

Hi @Connor_Moroney 

The field Reports to: what type of field is it?

Can you give me some information on this field and can you confirm that all the possible  manager email addresses have been added to the field OR is the field a lookup field or a group field?  

Also your HR department users - Are they your customers on this form? Do they have licences to JIRA? 

 

-Mike

@Mike_Bowen It is a user picker field.  They are not licensed users for jira.  They are the customers.

Hi @Connor_Moroney 

Okay I went created a single user picker field and added it to a form. When I create a request via customer portal and see that field, when clicked on it shows all the people who are added in the organisation folder an no one else. 

test customers 2.jpg
Have you created an organisation folder under Customer and added managers to it?

Only the manager for that organisation will be visible in the user picker field? 

test customers 1.jpg

 

-Mike

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

1,885 views 10 17
Join discussion

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