One Agent does not have access to the component list

[Jonathan Caillouey]

Hello everyone,
I’m facing a rather strange issue. Since this morning, one of the ServiceDesk agents can no longer select the component for an incident.

When they click on the field, it says "no matches" even though the field is empty.

The other agents are not experiencing any issues.

The component list has been in place for many years and hasn’t had any recent updates.

Any ideas?
Thanks in advance for your help.

[Jonathan Caillouey]

Today, everything is back to normal without any action on our part.

[Earl McCutcheon]

HI @Jonathan Caillouey ,

Thanks for letting us know that you are currently all set on this one and things starting working correctly on your end, HOWEVER, I have a suspicion that you might have a duplicated component between Compass components (a new feature) and Jira components.

This is described in the following group of Bug reports and feature requests we created recently:

• https://jira.atlassian.com/browse/JSWCLOUD-27497
• https://jira.atlassian.com/browse/JSWCLOUD-27498
• https://jira.atlassian.com/browse/JSWCLOUD-27499
• https://jira.atlassian.com/browse/JSWCLOUD-26381
• https://jira.atlassian.com/browse/JSWCLOUD-26878

This one is a bit complex on how the behavior displays itself, so I created a video that gives a overview of how this can affect search and display the components incorrectly, and how easily the duplication can be triggered by end users, and criteria that make the components show vs being hidden based on user settings.

Please watch this video and check if you have duplication between Compass and Jira components:

• https://www.loom.com/share/190469b2eff7490d993b21e63f4e8a2a?sid=42823fe9-bd56-4a58-9edc-656d8d53f080

Regards,
Earl

[Alexander Pozdnyakov]

Same issue. [Jira]

[Mikael Eriksson]

Same here. I am that user in our organization :(

This is how it looks in an issue.


But if I go to the escalation menu all components are still there

[Jonathan Caillouey]

Thanks for the workaround.
It's OK from a workflow page.

The problem remains on the main incident page.