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User can't see issue even when he has needed permission

Hi there,


A user in our instance suddenly can't see his issue even though he has the needed permissions. Some details:

- He's a member of jira-users

- jira-users has Guest Read & Write project role in this project

- Guest Read & Write project role has Browse Projects permission

- The issue has High level issue security

- Users mentioned in the field "User" of an issue with High level issue security can see it

- He's mentioned in the field "User" of his issue


Everything seems correct but he can't view this issue.

Is there anything I'm missing here?


Thank you,


6 answers

Hello Guys

See if this works.

In my case also one of the users were not able to see the newly added issue type.
newly added issue type was at the last position in dropdown.
I asked user to reduce browser zoom % to 80 or below and then the last option was visible.

I'm checking to ensure my user, who cannot view a ticket, is logged into Jira. Turns out he was not logged into Jira.


I'm not sure if we have the same issue, but here is what I did in my situation.

In my situation we used a security level which was intended to do the following:
the group (from the user) should match a value of the custom (checkbox) field "Suppliers" (of the issue).
So if a user is a member of group "Supplier-x", he/she can access the issue if the field "Suppliers" in the issue contains the value "Supplier-x".

I think it has worked in the past (at least nobody complained last year) but it did not work (anymore) although the permission Helper in Jira indicated that the user should be able to see the issue.

Atlassian suggested to make an issue custom_field of the type Group picker (instead of checkbox) to match the group role, see below:

We tested the feature of setting up Issue security level with Group custom field set to checkboxes field such that the options of the checkbox field have the same name as the groups in Jira. However, we noticed that this setup does not work as expected.


Issue security schemes work fine with the user/group picker fields. We are afraid it is not possible to limit the Group Picker to filter out desired groups and display them to the user.

For me the group picker field was not an option because you cannot define a limited range (JRACLOUD-61856 ), if the user creates the issue, and has to fill in the field "Suppliers", he/she will get a dropdown list with all security groups (including administrator groups). If this is not an issue for you, than it is OK.

I solved it ("sort of") by adding a hidden custom group picker field (Supplier groups) and added postfunctions in the several creation and edit transitions in the workflows, to copy the values of the checkbox field "Suppliers" to the Group Picker field "Supplier groups". I changed the group role in the security level so it is checked agains the "Supplier group" field.

It is not a very nice solution and phrone to error,  because you have to go through all the workflows to make sure that if the checkbox field is changed, it's values are copied to the group picker field. Also it wil not work if you edit the issue field directly with the special edit permissions of an administrator, but  for me it was the only workaround I could think of and it works.

Hi all,

I am also facing the same issue, did anyone got the solution?


I have exactly the same issue, user cannot see certain issues, I can't see no difference with other issues the user is able to see. The permission says the user should be able to browse the issue, but that's not the case.

0 votes

Please use the Jira Permissions Helper.

On your issue go to Admin button and click Permission Helper.

Then enter username of the user having problems.

Hi Amanda,


I've tried that before making this question, it also seemed perfectly fine.

Thank you,


Yeah, I'm having the same issue here. I have a user that, according to the Permission Helper, has Browse Issue permission (member of the Developer-role), but still can't see the issue. The user can see the identical issues above and below.

Same here!

My user is accessing the Sprint Board that the entire Team Uses. 

When he looks a sprint he can not see all of his Assigned Tasks when I look that the same url I see all of his tasks.  I changed his permissions to match mine, thinking its a permission thing and that didn't work. 

We then used the filter to find issues and he was not seeing all of this issues. 

Any Suggestions?!

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