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  1. Jira Service Management Cloud
  2. JSDCLOUD-17534

User filtering for custom fields doesn't work in Chat, causing some tickets to fail when raised from Slack.

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    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: High High
    • JSM Chat

      Issue Summary

      When raising a chat ticket with a Request type containing a user picker field with User Filtering enabled, the request fails if the user isn't part of the filter, showing an error.

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      Share this error ID with support: 00000000000000000000000000000000

      Steps to Reproduce

      1. Add a User-picker field (Single select) to a Request type (Make sure under the field configuration, the User Filtering is enabled for a group)
      2. Go to Assist and create a Request, selecting the Request type in step #1
      3. Notice that the user-picker shows additional users that aren't part of the filtered group
      4. Select a user who is not part of the filtered group

      Expected Results

      The form should prevent users from proceeding with the request and only display users in the filtered group.

      Actual Results

      The request cannot be created due to the following error:

      Workaround

      Ensure to only type users listed in the specified group's User Filtering configuration.

              Unassigned Unassigned
              9454f07e6289 Rogelio Martinez Chavez
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                Created:
                Updated: