Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Customer portal, user cannot see the group members in field


I made a request form in a JSM project. I asked the user to choose someone from a list that is based on a group of users. It works for me, and for some users. 

It seams that people who don't have a license for JSM cannot see the people from the group in the field. Or something like that.


In context, I use this field to ask the user to select it's manager, who will be used in the approval process after the ticket is submitted.


Do you have an idea where to look?


Thank you. 

Greenshot 2022-06-21 07.01.53.pngGreenshot 2022-06-21 07.02.56.pngGreenshot 2022-06-21 07.03.14.png

1 answer

1 accepted

0 votes
Answer accepted

Hey @Martin

This could be due to the global browse user & group permission. Have you checked the global permissions set up for your users?

Please see this Atlassian Knowledge base article: Unable to Browse for Users and Groups 

I've put the Cause and Resolution snippet below as a quick reference. 


Permission to look up users and groups comes from the Global permission "Browse users and groups". If a user is unable to find users, it is likely they are not part of a group with this permission.


  1. Go to Settings > System.
  2. On the left side menu, click Global permissions.
  3. Scroll to the bottom of the permissions page.
  4. Select Grant "Browse users and groups" to a group of which the affected user is part.
  5. Add.


Hope this helps, 


Thank you for your reply.


We have Atlassan users and we also sync all our Active Directory for our "customers" which are all the other employees that don't necessary need Jira. Is there a group that would represent them built in instead of opening it to the whole internet?

Thank you

Hey @Martin

You're welcome. 

I think this can be solved by modifying the customer permissions within the JSM project. 

How are your current customer permissions set up? 

Screen Shot 2022-06-23 at 12.14.52 PM.png

Within Cloud, it looks like there are no specific "customer" groups. In 'Administration' "portal customers" are all housed in 'User management' -> Jira Service Management location rather than an actual group that can be used. 

I hope this clarifies some things, please let me know if you have further questions. 


Thank you so much Brittany

Like Brittany Wispell likes this

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Posted in Jira Service Management

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

176 views 0 4
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