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I cannot select user on an user picker (single user) custom field from service management portal

I created a custom field that is user picker (single user) on Jira Service Management Portal so, users can choose their manager. However, when I enter an email or user name I cannot see any users to select. Although there are many jira users in the domain, it does not appear in this field. I added a screenshot. I am waiting for any information and suggestions, thank you.

Ekran Alıntısı.PNG

1 answer

@Özge Özgenç -

You should check the following places -

1) In your project's settings >> Customer permission section - make sure the customer sharing option is setup correctly -


2) Under Settings > Systems > Global Permissions area to find out which user groups are assigned with "Browse users and groups" right.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

@Özge Özgenç -

If my suggestion helped you, please click on Accept answer when you have a chance - so other users with the similar question can use/benefit from it as an answer to their questions.

Best, Joseph

Thank you for your answer. I checked the settings you mentioned, it seems correct, but the problem I mentioned still the same. Do you have any other suggestion? @Joseph Chung Yin 


@Özge Özgenç -

It came across on another similar ask in the community, the problem could be because your JSM subscription license needs to be renewal.  Please contact Atlassian Support ( for additional assistance.

Best, Joseph

Hi Joseph,

We are also experiencing the same issue, our JSM subscription is up-to-date and not up for renewal until March 2023

  • The correct groups have been added to the Settings > Systems > Global Permissions area
  • The user picker field is correctly listed in the screen scheme for the project
  • The Customer Permissions in the Project for Customer Sharing has been set to "Customers can search for other customers within their project or organizations"
  • The user picker field context has been set to Global context and the field can be applied to all issue types and projects

The user picker field is still displaying "No Users Found"

Thank you


@Li -

At this time since everything is setup properly on your end.  I would recommend you to contact Atlassian Support ( for additional assistance. 

Best, Joseph

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