Missing values when creating an issue

[Lina]

Hi there,

One of our agents has a problem where the issues they create are missing the request type and organizations. When they create an issue, there's no option the fields are missing from the creation screen altogether - even though they show for other agents. 

We ruled out user permissions, as they have the same as everyone else. Does anyone know what might be causing this?

Thank you!

[Brant Schroeder]

@Lina you should do what @Craig Nodwell suggested.  Technically agents should be using the raise request function in the service desk.  This allows them to raise a request in the service desk on behalf of someone else instead of creating the issue using the create button in Jira.

[Lina]

Hi @Brant Schroeder ,

Thanks for your reply! I tried out Craig's suggestion, unfortunately this agent has the same role/group assignment as me, so I'm not sure why they specifically can't view/change things.

Is there any way for them to edit request functions inside of the service desk?

[Brant Schroeder]

Have you tried the permission helper to see if there is anything different between the two users on the same issue https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

[Craig Nodwell]

Suggestion:
Check Project Role or Jira Group assignment, and/or if there's a workflow condition or maybe a screen behavior from a 3rd party app.

[Lina]

Hey @Craig Nodwell

Thanks for your reply - I checked the project role/group assignment, and this person has the same roles as me. That was what confused me as I have access to change everything.

I don't believe we have any workflows or 3rd party apps.

[Craig Nodwell]

Have the other user check their field configuration settings, maybe they've clicked off the viewing of those fields in their personal settings.