Jira Service Desk 3.15.1 - Approver/Resource Field Issue

[David Malinowicz]

This has been reported by random users. I cannot figure out the pattern;

We have a form within Service Desk for customer support (customer = anyone in our organization). We use this to manage incoming help desk-type requests from staff.

This form contains an 'approval/approver' field. We have integrated (via Crowd) our company's active directory. This way, when a user submits a service request that requires approval from a manager, they simply begin typing the name of the user, and selects it from the drop down of results (pulled from our active directory/crowd). 

This is not an issue for most of our users. However, some staff have reported that nothing appears when they begin typing in the name of the approver. It simply does not work or generate the list of names starting with 'j'. These users have attempted this across all major/latest browsers. 

Thoughts? Ideas? 

[Earl McCutcheon]

Hi David,

You noted specifically that this is occuring for users typing "J" as the starting character.  Does this only occur when starting with "J" or does it occur for any character set or possibly other specific characters for the users encountering the user search issue?

Possibilities could be permission related for those users, if they cannot search for any users in user picker fields, it could be related to the Global Permission "Browse users", which is needed to autocomplete in a user picker field. 

If they can only search for some users but not other it could be related to the "Who can customers share requests with?" setting under the project settings > customer permissions section.  This setting is tied to a customers user search abilities in service desk user picker fields, and if the setting is set to "Other customers in their organization" then they will only be able to populate a user if that user is also a member of their organization, alternative you can switch this to "Any customer or organization, by searching in this project" so that all users with permission in the project will be an available selection for autocomplete.

If its Occurring for the users only when the "J" character, and the above scenarios do not apply as the next thing to check I would recomend tailing the logging output, Look at the atlassian-jira.log and the atlassian-servicedesk.log while performing the user search action to see if there are any explicit errors being triggered on the back end while this is occuring.

Regards,
Earl