JSM: "Approvers" System Field does not show users for certain Service Desk Agents

[Jan Westphal]

Hello,

we are currently facing an issue where newly added agents can't see user options in the "Approvers" system field.

The new agents have the same permissions based on the same project role as other agents which are able to see the users when using the field. Basically the new agents are identical to the old ones but behave differently.

Can the problem be related to the identity provider (Azure AD) we are using?

Best regards,
Jan Westphal

[Kai Becker · Accepted solution]

Hi @Jan Westphal 

do the new agents have the same groups? 
Could you check if the new agent has the global permission to browse users? 

You could also check this permission with the permission helper: https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

[Jan Westphal]

Hello  @Kai Becker

you were spot on. The global permission to browse users was missing.

Thank you very much!

[Kai Becker]

Glad I could help :)