Searching using a custom single user picker does not display all users

[Seth Clayton]

We defined a few custom single user picker fields in Jira (ex. Responsible QA). These fields have been associated with the project, issue types, screens, schemes, etc. and work perfectly fine when you add someone to a ticket. So if I open a ticket, I can see that Paul Smith is listed in the Responsible QA field. 

The problem we face is when you go to search and select the custom user picker as a field, only a few users/groups are displayed in the list of options. Typing the name into the field's typeahead yields no matches.

If I select one of the users that does appear, the search works as expected. If I switch to JQL and search for Paul Smith in the Responsible QA field, the search works as expected. 

I've checked user settings for people who appear as well as people who do not appear and can't find anything different. For instance, only one admin (me) appears in the list while another admin with the same permissions and groups does not appear. 

We're using cloud and have ~400 users (about half are inactive).

Is this a user setting I'm missing or a bug? 

[Fernando Eugênio da Silva]

@Seth Clayton 

I understand that you stated that you have already reviewed the permissions and etc, but some things that if you haven't seen it and you can check it out are something like:

Check the "browse users and groups" global permission if the groups you and the rest of the team participate in are within that permission;

Check that the user you want to add to the "QA" field, for example, has a license for the Jira Software or Jira Service Management product (it will depend on your project);

Check that in the custom field, in the "Edit context and default value" option, there is not a user selection filter or a context applied to your project.

If you've already reviewed this and it still doesn't seem to work, can you come back with a few screenshots so we can understand this behavior?

[Seth Clayton]

@Fernando Eugênio da Silva Thanks for looking into this. 

I checked the Browse Users and Groups setting and it's listed as jira-users. 

All users have a Jira license (we don't have any unlicensed users) and are set to have access to the Jira product. 

There is no user filter on the custom field. 

An example of the issue we face is below. If I do a text search the include a story that includes a Responsible QA, then add the Responsible QA field in the filter, there are no matched for that person. I've verified that the issue types selected in the search all include the custom field.

If I don't include the text search, the Responsible QA person still does not appear. 

[Fernando Eugênio da Silva]

@Seth Clayton 

Please check this:

Access the custom field and click on "Details";
Make sure "Search Template" is checked as "User Picker & Group Searcher".

This in Jira makes the field's options searchable. See an example:

If that doesn't work, let me know.

[Seth Clayton]

@Fernando Eugênio da Silva That setting looks ok to me.

[Fernando Eugênio da Silva]

@Seth Clayton 

Does this research project fit the context you set up for the field?

Particularly I don't think it's a good idea to apply context to "user picker" type fields.

But if this project already fits the context you have set up for the field.

I would recommend you to contact Atlassian support: https://support.atlassian.com/

I don't believe there's anything more that we're missing here.

[Seth Clayton]

@Fernando Eugênio da Silva Thanks for your help. I'll contact support.

[Andriy Kozynets]

Hi @Seth Clayton 

Did you find an answer to your question? Or maybe a solution? I am having the same problem.