Why can I search and find users in Reporter field on some projects but not all?
Asked by Bridget Caci:

Good morning,

I have a strange puzzle. I am a (newer) system admin and have Browse Users global permission. When I search by typing in a user's last name in the Reporter field, for example "Michaels", I should see all three people in my company with that last name listed as options. However, this does not work on all projects. I have tested several projects - typing in the last name to see what list displays. It works on some projects but not on others.

These users are customers but do not have a specific customer role on each project. These projects are internal with employees as the customers - employees create tickets in the customer portal.

Customers/employees should not have the ability to browse the projects and see all the tickets open. They should only have access to the tickets they are specifically added to.

What setting/permission/? should I review that would allow me to search by last name in the Reporter field and see the correct list of options?

Thank you for your help!


Answers:
author: John Funk
body: Hi Bridget,

If the users have not been added to a project role for the project, i.e. Service Desk Customers role, that might be why they are not showing up for the Reporter field for that project.

comments: author: Bridget Caci
body: Hi John,

Appreciate your help with this. I checked the Users and Roles on the project where the users do show up and they are not assigned the Service Desk Customer role. I also compared the Permissions on the project where they show up and a project where they don't show up, but have not been able to identify any noticeable differences.

I can't see why it's different across projects.


author: Mark Higgins
body: Hi Bridget,

Could it be that your Permission Schemes are different for the projects and in the Assignable User area, you don't have the same roles?

![Assignable users.png](https://community.atlassian.com/t5/image/serverpage/image-id/334844i26936B9172E4BF65/image-size/large?v=v2&px=999 "Assignable users.png")

Mark


author: John Funk
body: Also, just curious why you would be changing the Reporter's name. And if it is during Create, does it get solved if your agents use the portal to create the ticket and open an issue on behalf of another user?


author: Bridget Caci
body: The Reporter would be changed when the agent creates a ticket on behalf of the employee, using the Create button. This particular team is an internal support team and creates tickets any time an employee calls asking for assistance. Their procedure is to select Create and build the ticket based on the call.

I was able to confirm with the team that this is a new issue that just started this week. Coincidentally, we pushed through an upgrade to JSM 5.12 (Data Center, Long Term Supported) this past weekend. Though I'm not sure if this is related.

I tested changing the Reporter using the portal and I did have a list of options when I searched by last name. However, this isn't an ideal resolve.


author: Bridget Caci
body: Hi Mark,

I am still learning all the various aspects of Jira, so I apologize if this is a silly question. I thought the Assignable User Permission only speaks to the Assignee field. Does this Permission also impact the Reporter field?


author: Mark Higgins
body: Hi Bridget,

No it does not, that's my bad. When things don't appear, it nearly always turns out to be permissions.

It's late here in Sydney, so I'll come back to you tomorrow, my time.

Cheers

M


author: Bridget Caci
body: Good afternoon,

I kept researching this and did find an Atlassian ticket that seemed to match, <https://jira.atlassian.com/browse/JSDSERVER-14438>. It seems this issue is most likely related to the upgrade. It also seems that it may be resolved next upgrade we take.

I was able to confirm that granting Browse Project Permission to Any Logged in User did allow me to search by last name in the Reporter field on the agent's Create form and get the list of names I needed to see. However, this also allowed all employees to view the project which was a problem.

I advised this particular project team that they will just need to update their Create ticket procedures for the work around - creating the ticket from the portal.

Thank you so much for all your help! It is very much appreciated!


author: John Funk
body: Glad you were able to get it all sorted. And thanks for providing the workaround!


Tags: data-center

jira-service-management

jira-service-management-data-center