2 Custom fields locked for only one user

[Jason Maye]

I added 2 custom fields that are user selector fields (Reviewer and Tester). I use them in a post function to switch the users as the task progresses through my workflow. When I (or any of the other developers) create a ticket the 2 custom fields are standard drop down user selectors and available. Everything works as expected. 

Except for the other admin. For him, the fields show up as locked for him. And only him. 

He told me the only plugins he's running are Slack and Github, same as me. When he creates a ticket I can add the reviewer and tester. He's adding a new ticket the same way I do.

What can I check/how can I make these fields available for this one "problem child" user? 

[Nic Brough -Adaptavist- · Accepted solution]

What does "show as locked" mean?  What are the symptoms/behaviour of the fields?

Can you get them to try their browser in "safe mode" - all plugins temporarily disabled?

[Jason Maye]

Show as locked = there is a lock symbol under the custom field and the user can not open the drop down, locking the field from them. 

I'll ask them to try Safe Mode. 

[Jason Maye]

Safe mode did not help. 

[Jason Maye]

I also just found out the same user cannot @ tag anyone. It doesn't bring up the list of people. But he can assign a user. 

[Jason Stork]

This sounds like a bigger problem.  I would submit a support ticket with Atlassian.

[Nic Brough -Adaptavist-]

Ok, safe mode in the browser rules out browser-side hacks.  What apps do you have installed that might be locking the field?

The @mention thing is likely to be because the user does not have the global "browse user" permission, but that would not lock fields.

[Jason Maye]

@Nic Brough -Adaptavist-  That worked! Thank you so much. I have no idea how he got out of that global permission but adding him fixed the tagging and let him set the custom fields. 

I really really appreciate the help! 

[Nic Brough -Adaptavist-]

Great news! 

I'm still curious about where the padlock is coming from, but the engineer in me is very happy that you have fixed it for the users with a nice simple fix!  There are good reasons for not giving everyone "browse users", but for most systems, it works well to allow it for Jira users (not "customers", if you have Service Desk - that's another story)

[Jason Maye]

The 2 custom fields that were padlocked were people selectors, so him not having the access to browse users makes sense for why they were padlocked. 

[Jason Stork]

You referred to the "problem child" user as an admin.  Is this user an admin for Jira or the project.  Make sure the user is an admin or member for the project.

[Jason Maye]

He is an admin on the project and the admin who originally set up our Jira instance. So both. 

I had him check his Configure Fields and they are set the same way mine are, the custom fields are present and selected.