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Populating field not working

Jira service management

We have an access form under Service requests where the user will pick their manager from the drop down list however we have noticed new starters within the company do not have this drop down list appear.

I have checked their profiles against older users within the company, tried different browsers and cleared cache


Any help or ideas would be appreciated 

2 answers

Hi @Matthew.Casely,

Assuming that these new starters are internal users in your company, have you checked that these new users have the browse users global permission?

Under Jira Settings > System > Global Permissions you will see that this permission is granted to one or more user groups. Make sure you add new starters to the appropriate group(s).

Hope this helps! 

0 votes

@Matthew.Casely -

If I understand your question correctly, you have a custom field (people picker type) to support the "manager" pulldown listing.  If so, then you will need to update "Customer permissions" setup in your JSM project by changing option to the "Who can customers share requests with?" to "Any customer or organization, by searching in this project".  (see image below)


Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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