specific user does not appear in user picker only while raising request

[Arevik Akopian]

hi all

I have user, who does not appear when I raise request. 

he has jira service desk permission, and he's the only one that doesn't appear in user picker even if i write email or name fully.

does anyone had the same problem?

[Arevik Akopian · Accepted solution]

https://jira.atlassian.com/browse/JSDSERVER-6852?error=login_required&error_description=Login+required&state=570247db-8591-4d45-9ebf-a3fb8d2f59d6&state=a5086c79-f510-4fea-b924-86f7652a46b7

bug opened

[Prashant Sultania]

Hello @Arevik Akopian 

Not sure which JIRA version and Service Desk version you are using in your environment but I faced the same issue too and I am not aware if you are also facing the same or different.

If the user is not visible in search bar while assigning the ticket even after giving all the permissions (i.e. service desk agent, jira user, project permission, create issue permission etc..) then your jira application is hit a service-desk bug

You can find more details about a bug in jira at the following URL and jira bug: 
https://confluence.atlassian.com/jirakb/closed-access-service-desk-slow-user-picker-search-935389758.html
https://jira.atlassian.com/browse/JSDSERVER-5959

I followed the same workaround to fix the issue as mentioned in the above document and it fixed for me.

There is a couple of things that can be done to fix this issue in this case:

• One is to enable the sd.use.search.by.permissions.disabled dark feature:
  • Navigate to following address: http(s)://<jira_base_url>/secure/SiteDarkFeatures!default.jspa
  • Add the following flag and Enable:

    sd.use.search.by.permissions.disabled

    Enabling this will flip the condition in the code for Close Access Service Desks.
    This will allow more efficient search code to run and wouldn't generate the slow query.
    
    

• Another is to change the permissions on the project to make it an Open Access Desk, this will also flip the condition and will divert the execution to run faster more efficient code.
  The Open Access Desk is set from customer permission under project settings; mainly by setting Who can raise requests? to second option instead of first.

Hope these information will help you to fix the problem if still, the problem persists please contact to Atlassian Support Team.

Thanks
Prashant Sultania

[Arevik Akopian]

https://jira.atlassian.com/browse/JSDSERVER-6852?error=login_required&error_description=Login+required&state=570247db-8591-4d45-9ebf-a3fb8d2f59d6&state=a5086c79-f510-4fea-b924-86f7652a46b7 

bug opened

[Petter Gonçalves]

Hello @Arevik Akopian

Welcome to Atlassian Community!

Please, check the following steps to know why only this specific user does not appear in the user picker field:

1 - Check if the user is properly able to access the issue you are adding his name to. In fact, he must be configured with the following permissions under Project Settings > Permissions:

Browse projects 

Assignable User

Also, check if he is able to add the issue and add himself to the field

2 - Try to clear your browser cache and access the issue view in incognito mode to check if the problem still happening

3 - Double check you have the Browse Users/Groups global permission under Jira Settings > system > Global Permissions

Let us know if this information helps.

[Arevik Akopian]

user configs are ok, i think the point is that user's name is Grigor Grigoryan.

and as i write grigor, jira suggest all grigoryan's, and while i write grigoryan after grigor all grigoryans are staying in their places :| 

suggested list have limited lines(and starts from A, B...), so my user don't appear in the list

[Arevik Akopian]

I also have another grigor grigoryan, who's username grigor t. grigoryan. and when a write T. after writing grigor, only then this grigor appears in the list