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Service desk team member can't view other 'reporters'

I have a user who is under the built-in service desk team group permissions. When they try to change the 'reporter' on a request, they are unable to. They cant see any other reporters in our system. As an admin I looked at the same request and I was able to change it.


What permission controls this? Or is something else going on? We are using the stock 'Service Desk Team' project role.

2 answers

2 accepted

0 votes
Answer accepted

Hey @Steven Miller ,

You should take a look at the "global permissions" there a permissions called "Browse Users and Groups" should be available.

This is not linked to a specific project permissions but globally.

I'm guessing that user is not in the group/groups that have this permission.

What is does is allow a user to @mention someone and resolve user/group picker fields

Thanks! Adjusting the global perm took care of it.

0 votes
Answer accepted

@Steven Miller -

Hi Steven:

Please take a look at your JSM project's permission scheme to see who is assigned with the "Modify Reporter" permission.

Example - 


Lastly, are your users all have agent licenses?

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Thanks! This took care of it.

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