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A single Agent can't see External Users

Jesper May 14, 2024

Hi,

I'm having this odd issue. We have about 15 service desk agents who all have the same access to the service desk because they are granted access as a single group.

But one of the service desk agents doesn't get any portal-only users if they are trying to search for them under reporter. E.g. if they have made a ticket on behalf of a Portal-Only user, and want to set them as reporter - they can't.

Any idea what could cause this? Because nobody else has this issue.

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Kris Dewachter
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 14, 2024

Hi @Jesper ,

Can you check the Global Permissions in Jira? Specifically the "Browse users and groups" setting.

Maybe this single agent is missing a usergroup that allows him/her to browse the users via this permission.

Best regards,

Kris

Jesper May 16, 2024

@Kris Dewachter , you were spot on. Thank you so much.
A random old group had the Global Permissions - legacy stuff before the migration.

Like Kris Dewachter likes this

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