Jira Service Management groups custom field

[Adriian Semotiuk]

I`ve installed JSM on my Jira v.9.12.10, and wanted to add Groups custom field to tickets, but i cannot choose any of my existing groups in this field. Is there some additional configuration in order to set group into this custom field?

[John Funk]

Hi Adriian 

Are you actually in the group? You have to be in the group in order to use the group.

[Adriian Semotiuk]

Hi, thanks for your reply, yes i am in this group, and i have only one user on this instance and i am a member in  all the groups

[John Funk]

Does this field show up under System fields? I still suspect that this field might have gotten added as part of an app, but now the app is gone and the field remains. 

[Joseph Chung Yin]

@Adriian Semotiuk -

I agreed with what @John Funk and @Kris Dewachter stated.  How do you want to use the field in the first place for your issue in the JSM project?

Lastly, "admin" is you right?  So you are accessing the system as the "admin" account?

Please provide further information, so we can assist you further.

Best, Joseph

[Kris Dewachter]

Hi @Adriian Semotiuk ,

Can you share the configuration of the custom field ?

Also, can you double-check your "Browse User" permission with the "Permission helper" ?

[Adriian Semotiuk]

Hi , i am not sure what is configuration of custom field, but i have this in Custom Fields page

Pressing View will open this window

and Assosiate with Screens opens this

Unfortunately i didn`t find "Browse User" in Permission Helper

Don`t know if its related but option "Assignable User" provides this information

[Kris Dewachter]

Hi @Adriian Semotiuk ,

Thank you for the additional screenshots.

I see the "Groups" field is a "Locked" field, used by JSM. I checked our local environment but I don't have it in our system. So maybe it's created by some AddOn.

I also can not read the full description of the field in your screenshot.

My guess is that the field intends another use and that's why you can not select any values.

My advise would be to create you own "Group picker" custom field.

Best regards,

Kris

[Roma Bubyakin]

Hi @Kris Dewachter 

Yes, you are right. The field is locked because it's a system field. It comes directly from the JSM.

So the question, is for what reason this field is used?
Why did Atlassian add it?
How to set up a value?
Where is that value used?

Regards, Roman

cc @John Funk @Joseph Chung Yin 

[John Funk]

@Roma Bubyakin  - This does not appear to be an "Atlassian" field as it is not out of the box with JSM projects. This is most likely the result of an add-on. 

[Roma Bubyakin]

The thing is that it's an "Atlassian" field (at least I do not see other explanation)

And the problem is no understanding of how it works ("non-standard way").

Here is the clear DC instance. After adding Jira Service Management the field appears and is Locked

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[Kris Dewachter]

Hi @Adriian Semotiuk ,

Welcome to the Community.

Can you check if your user has the "Browse users and groups" permission in the Global Permissions ?

Best regards,

Kris

[Adriian Semotiuk]

Thanks for fast reply, I have this in my Global Permission inside "Browse users and groups" tab

This is my main user "admin" with admin group membership
I know that this can be confusing due to same name as group, but this is test instance, and i am just observing functionality of custom fields