My basic users have lost access to a custom people picker field on create

[Grant Simpson]

Hi All,

My basic users have lost access to a custom people picker field I have named "Responsible" on the creation of a new ticket. It's a mandatory field that populates from my jira users list. This results in them not being able to create new tickets. They can populate the assignee field on creation which uses the same list.

They can still edit the field once the ticket is created and Admin users can fill in the Responsible field on the ticket creation.

Does anyone else have this issue? Any fixes?

Kind Regards

grant

[Phil Holcombe]

We've encountered the same issue today, which makes me think this is a system wide problem. Symptoms exactly as described above.

[Grant Simpson]

Hi Phil - thanks - great to know someone else is seeing the same behavior. Hopefully it'll resolve itself overnight!

Kind Regards

Grant

[Grigory Salnikov]

Hi @Grant Simpson !

From the description it looks like the "Create" screen is missing the field "Responsible" while the "Edit" one still has it. You can either check this screen to make sure or you can also use "Where is my field?" functionality. To do so you should first click to create the ticket and on the appeared screen click the button on the upper-right corner "Configure Fields" (the one with the cog icon) and from there "Where is my field?" link (also on the upper-right corner). This should give you the reason why your field could be missing.

Please try it and get back to us with the results.

[Grant Simpson]

Hi Grigory

Thanks for you thoughts. The field is not missing from the screens - the problem is that non admin users can't populate the field - the people picker doesn't populate unless your an admin. This has worked fine for the last few years until this afternoon. Very strange.

Thanks for taking the time to respond.

Kind Regards

Grant

[Grant Simpson]

Hi Phil, Grigory and Sebastian. 

Seems to have resolved for us too. Thanks for your help.

Kind Regards

Grant 

[Phil Holcombe]

It seems to be fixed for me. I have changed nothing, but I'm not able to enter user names again. Grant, how about you?

[Grigory Salnikov]

Phil, Grant, is there any User Filtering applied to your user-picker field?

[Sebastian Mühleis]

Hi @Grant Simpson ,

in addition to what @Grigory Salnikov replied (I'd also assume that it could be connected to your issue screen scheme/a missing field): Which kind of workflow is connected to the project/process? It could also be a permission problem, if you created a workflow (and don't use a simplified workflow), e.g. regarding the transition permission.

[Grant Simpson]

Hi Sebastian 

Thanks for you thoughts. The field is not missing from the screens - the problem is that non admin users can't populate the field - the people picker doesn't populate unless your an admin. This has worked fine for the last few years until this afternoon. Very strange.

Thanks for taking the time to respond.

Kind Regards

Grant

[Phil Holcombe]

I've raised a support request with Atlassian. I've seen this on two different custom fields, on two different projects. 

[Grigory Salnikov]

I think we have the similar issue here:

https://community.atlassian.com/t5/Jira-questions/Unable-to-move-issues-across-project/qaq-p/1374537

[Phil Holcombe]

Does anyone know of a workaround? 

[Grigory Salnikov]

I had the idea that the Browse users and groups global permission may somehow be lost or reset. Could please check it in your environment?

[Grant Simpson]

Hi Phil

I've made the field optional for now so my team can create the ticket - and then they have to go in to the ticket and edit it - and it allows them to populate the field. Very strange! 

Grant

[Phil Holcombe]

Thanks Grant and Grigory,

I've never played with the Browse Users and Groups permission, but it claims that Jira-users can can view users, which seems right to me.

I am an admin, but I still get the problem. When I try to edit a user field in an existing issue, it works fine for me. 

Could users enter something else, like an id for the user, so we don't have to go and change the fields to make them optional?

Phil