Reporter name not shown in drop down or advanced search

[Pedro Fonseca]

Hi,

I am using JIRA Service Desk 3.8.1 (Server), connected to an Active Directory and have a group with all our employees which is the default group of customers for our IT team.

The issue we have is that when I try to search for some of the users which belong to that group and that group alone, they do not show up in the list of options available, nor do they appear in the Advanced Search option.

I am the system Admin and the groups I belong have the Browse Users permission, but I still cannot search for these users.

If we enter that user email address which is at the same time the username, then we can enter that user in the Reporter field.

This happens in a random way. What else can we check to solve this?

Thanks,

Pedro

[Moga]

Hi Pedro,

There are few components that we check here:

1. Check if there is anything wrong with the AD sync.
2. Does this happen with other System Admin user account as well?
3. Try reindexing JIRA.
4. Disable all the installed plugin and check if the issue still persists. You can enable Safe Mode to disable all the installed plugin at once.

Best Regards, 
Mogavenasan