Service desk users cannot pull up client name when entering a ticket

[Alesandro Senerchia]

Good day,

we have gone live with Jira Service Desk but an agent reported that he cannot pull up a client's name when entering a new ticket or even modifying one.

When creating a new ticket, he get's some gibbership characters in the client name field.

The user as to type out the first part of the email address of the client to be able to add it to that field.

The agent that reported the issue, as only service desk access.

If I take another user who has both jira service desk access and jira software, the problem is not present.

Where can I look to get this fixed?

Thank you.

[Hernan Halabi - Elite IT Consulting Group · Accepted solution]

Hello, you need to check the global permissions and make sure the user belongs to a group that grants him browse users permission.

That should do the trick