A single Agent can't see External Users

[Jesper]

Hi,

I'm having this odd issue. We have about 15 service desk agents who all have the same access to the service desk because they are granted access as a single group.

But one of the service desk agents doesn't get any portal-only users if they are trying to search for them under reporter. E.g. if they have made a ticket on behalf of a Portal-Only user, and want to set them as reporter - they can't.

Any idea what could cause this? Because nobody else has this issue.

[Kris Dewachter · Accepted solution]

Hi @Jesper ,

Can you check the Global Permissions in Jira? Specifically the "Browse users and groups" setting.

Maybe this single agent is missing a usergroup that allows him/her to browse the users via this permission.

Best regards,

Kris

[Jesper]

@Kris Dewachter , you were spot on. Thank you so much.
A random old group had the Global Permissions - legacy stuff before the migration.