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Names do not load for Approver drop down for end users


I have a new Service Desk project with a workflow that requires approval. In the form there is a drop down with all users for the project.  Agents in the Service Desk Team role can see the names in the drop down, but end users who are in the Service Desk Customer role only see a blank box with no names. 

End users see the Approvers box with no text and no autocomplete on names.

Agents see "Search for a user" in and do have autocomplete on names.

No search.JPGSearch for approver.JPG


What permissions are needed to allow end users to search/add names?

Thank you,


1 answer

1 accepted

0 votes
Answer accepted
Thorsten Letschert _Decadis AG_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Jul 17, 2020

Hi @Tim Peters ,

could you please check for the Customer permissions settings, since the second option has to be set to Any customer or organization in order to make those user pickers work.



Thanks Thorsten, 

I have Who can raise requests?  set to Anyone can email the service desk or raise a request in the portal. I tried setting it to the second option, but the user picker did not work after that change either.



Thorsten Letschert _Decadis AG_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Jul 17, 2020

Hi Tim,

please update the Who can customers share requests with section as mentioned above.



Like Dave Liao likes this

Thanks again Thorsten, I didn't read it close enough the first time. Your answer work.




I have the same problem and my configuration is as suggested.
It happens that the approvers field does not bring any results unless the user has a Jira Service Desk license assigned.

However, for issue types that do not have a form assigned, the field works correctly, so I understand that the problem is not in the user permissions.
How can i fix this?
Our organization receives requests from thousands of users that require approval from internal users that must be selected by the client.
jira allows this but apparently not proforma.
And we can't assign a license to each one.

Dave Liao
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Aug 26, 2020

@jira integración that's an interesting set up - you're using Jira Service Desk with ProForma Forms?

hello, right. we are using proforma.

Simon Herd
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Aug 27, 2020

Hey @Dave Liao and @jira integración, I'm the product manager for ProForma

@Thorsten Letschert _Decadis AG_ tip is a good one for user fields displayed by JSD. The only downside is that it can leave your portal open to snooping or harvesting of emails addresses, particularly where other anonymous users have just left their email address and not created an account (see the screenshot below).

The issue with ProForma and why it acts differently to JSD is that Atlassian has created a unique user lookup function for JSD, which as a Marketplace App ProForma cannot access. ProForma has to use the documented Jira APIs, and unfortunately, the official user-search API does not return any results for users that do not have access to Jira (i.e. anonymous or portal customer accounts). 

As of August 2020, we are working on addressing this limitation by allowing people to specify their own data-connection/user-lookup; however, it is still in progress, and I can't give a definite release date, but I would hope it is before the end of 2020. 


200828 User Lookup - Human Resources - Service Desk 2020-08-28 at 12.19.24 pm.png

Hello Simon,

Thanks for the answer but I don't think you have completely understood me.
I'm not talking about anonymous accounts, all of our clients have an account. what they don't have is a Jira Service Desk license.
The Jira Service desk documented API returns users perfectly when invoked with those users.
Another option that I think PROFORMA should have is to be able to choose a user to communicate with jira (on behalf of) as other apps have, such as AUTOMATION FOR JIRA.
It's good advice, please take it.
Regarding the proposed solution, it does not work for us. Because we have the approvers field within a conditional section, since not all options require approval.
If we must leave it out of PROFORMA, it no longer fulfills its function and is one of the functions for which we acquired the app.
Without this I think we will have to cancel our subscription, since the cost is not justified for us, because that functionality is very important to us.
My most regret is that we have spent countless hours customizing dozens of forms for a service desk with thousands of users that we cannot launch yet.
Thanks for your kind attention.

Simon Herd
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Aug 28, 2020

Thanks for your feedback @jira integración We do understand the pain you are facing and it is definitely one of our priorities to fix. The idea of using data connections to build your own user lookup will allow you to specify which user/credentials to use and should also allow you set limits on the user search such as group names. 

I'll post here when we have more information on the progress of developing a workaround and I'm sorry I can't offer you a solution right now. 

Thank you very much for your kind attention.
I will await your next responses attentively.
I trust that you will soon be able to solve this impediment.
In general the product works very well, it only needs these small adjustments and we will be able to exploit its full potential.
Thanks again and sorry if my English is not quite correct.

Hello Simon,

Could you inform me if there is currently any progress on this topic? Thank you very much!

PD: I am the same person that jira integration 😁

We are seeing the same behavior using User Picker in ProForma forms, it works for most users but we have a few including one service desk team member who cannot see the user names in the form. There is nothing unique about his account and permissions, he shows up in the Admin User management as having a service desk license for the project in question. I have tested it with all 3 levels for my account and I can always see the users in the user picker. 

I'll try putting the fields outside the form but as @Mauricio G_ Sellaro states it defeats the purpose of using the form to customize what is presented to the customer.

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