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User Picker autocomplete not populating

Brad Koenig Apr 20, 2017

I am using JIRA 7 and my end users (customers) cannot select a person in the User Picker field.  The function works properly for servicedesk agents and administrators but not for end customers that are logged in via Active Directory credentials.

By default, the Browse User global permission originally had access by the Anyone group but I cannot even find that group.  I added Active Directory groups to include Browse User permission access but that did not resolve the issue.

I'm not sure what to try next.

5 answers

1 vote
Joe Koch Jun 08, 2018

I had this same issue. I was able to get this working by following the solution here written by Dryen Galvao:


"I found in the Project settings - > Customer permissions the role Who can customers share requests with? , so I choosed the option Any customer or organization, by searching in this project and the custom field becamed enabled to search users by any customer ."

Martin LALONDE Mar 15, 2019

@Joe Koch Thank you for sharing this I had the same issue with a custom field user picket (single) and that was not mandatory but if the name was not entered correctly it would block the task to be completed by the user.

0 votes
Lars Olav Velle Apr 20, 2017

I vaguely remember there was a bug in early JIRA 7 versions that you might be affected from. 

0 votes
Lars Olav Velle Apr 20, 2017
Brad Koenig Apr 20, 2017

I'd like to further clarify my issue.  Servicedesk users and Administrators see the user picker field as a drop-down box with the text "Search for a user" in the field.  End user customers see the field as a standard field (not a drop-down) without any default text in the field.

I think the issue is related to the Browse User global permission.  Please see my original issue for details.


0 votes
Logan Davis Aug 21, 2017

Brad, were you able to get a resolution to this issue? We are experiencing the same problem on JIRA 7.3.6 with JSD 3.5.0.

Our team has determined a possible workaround is to open up permissions on the SD project, then use issue security to prevent customers from viewing issues. We are using service desks to serve internal teams, but I do not prefer that proposed implementation because it effectively makes all customers agents.

I am getting the same thing on JIRA 7.7.0. It only happens for certain users, although I can't find any pattern to whom it doesn't work for. 

Browse Users permission is properly set, so that shouldn't be an issue. If I restrict the number of users to a relatively small group, it seems to help, but doesn't mitigate the problem. 

I was able to fix this by clearing JIRA's caches using the Scriptrunner built-in script. Restarting my dev instance fixed that. 

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