Issue Summary

      If a request is raised via the portal from a customer, they will be set to the reporter of the issue within Jira. If an agent tries to change the report of an issue within Jira that was already submitted, the only options the agent can change the reporter to are users that have access to the Jira Service Management application itself.

      You cannot set the reporter in the Jira User Interface to a customer whom does not have access to JSM.

      This is reproducible on Data Center: Yes

      Steps to Reproduce

      1. Create a sample project in the JSM instance using the sample data
      2. Select Queues > All Open
      3. Select one of the issues that is not assigned to Alana Grant
      4. Try to edit the reporter of this issue to Alana Grant

      Expected Results

      You should be able to set the reporter of an issue to a customer that may not have access to Jira Service Management. This could be done on Jira 5.10 and lower.

      Actual Results

      As per Jira Service Management 5.11.x release notes, changes were made to enhance the privacy and security of your project information.

      Unless the user/customer has been granted Browse Project project permission, the reporter cannot be changed to this user and they do not show up in
      the drop down search.

      Workaround

      • Copy the complete username or email address of the customer/user and then add it in the reporter field and then click outside the box the reporter should be modified although you will not be able to see it in user dropdown list due to the bug; OR
        • Note: In some cases, username works and in some cases the email address works. 
      • Refer to How to manage dark features in Jira and disable this feature flag: com.atlassian.jira.ignoreBrowseUsersPermissionsInUserPickers
        1. Navigate to <BASE_URL>/secure/admin/SiteDarkFeatures!default.jspa
        2. Enter com.atlassian.jira.ignoreBrowseUsersPermissionsInUserPickers.disabled in the Enable dark feature section.
        3. Click on Add.

            [JSDSERVER-14438] Customer cannot be set to reporter within Jira interface

            We had to add the "com.atlassian.jira.ignoreBrowseUsersPermissionsInUserPickers.disabled" to achieve the desired results.

            Steven Behnke added a comment - We had to add the "com.atlassian.jira.ignoreBrowseUsersPermissionsInUserPickers.disabled" to achieve the desired results.

            This is seriously a dumb change. The only way to be able to update the reporter to a different customer is if the Customer has "modify reporter" permission?

            But guess what, if you set Role "Service Desk Customer" to have modify reporter permission, Service Management complains that it is an invalid permission setting. 

            Please dont ever get rid of that dark feature flag. 

            Andrew Laden added a comment - This is seriously a dumb change. The only way to be able to update the reporter to a different customer is if the Customer has "modify reporter" permission? But guess what, if you set Role "Service Desk Customer" to have modify reporter permission, Service Management complains that it is an invalid permission setting.  Please dont ever get rid of that dark feature flag. 

            Surender added a comment -

            Hi,

            We are still seeing the issue after upgrading Jira Service Management to v5.12.3

            Thanks!

            Surender added a comment - Hi, We are still seeing the issue after upgrading Jira Service Management to v5.12.3 Thanks!

            Hello all, we have identified a fix, thank you for your patience.

            Update
            The initial fix in 5.12.0 was failing at scale of 1k+ search results.
            A fix for that has been added and will be released in 5.13.2 and 5.14.0.

            Please note there is a separate issue identified affecting the Reporter field around searching with the @ symbol: https://jira.atlassian.com/browse/JRASERVER-76914

            Regards,

            Benjamin Suess
            Atlassian Support 

            Benjamin Suess added a comment - Hello all, we have identified a fix, thank you for your patience. Update The initial fix in 5.12.0 was failing at scale of 1k+ search results. A fix for that has been added and will be released in 5.13.2 and 5.14.0. Please note there is a separate issue identified affecting the Reporter field around searching with the @ symbol: https://jira.atlassian.com/browse/JRASERVER-76914 Regards, Benjamin Suess Atlassian Support  

            My University also experienced the same issue and I had raised a ticket with Atlassian Support to help us out.

            The Dark Feature workaround was the solution Atlassian support provided and we have been using it on our Jira Software/Jira Service Management environment since December 11th.

            This workaround basically changes the way Jira operates back to prior versions for who can be searched via user picker.

            This link was provided to me for the original Jira ticket that caused Atlassian to implement this change: https://jira.atlassian.com/browse/JRASERVER-7776

             

            Wayne Harvey added a comment - My University also experienced the same issue and I had raised a ticket with Atlassian Support to help us out. The Dark Feature workaround was the solution Atlassian support provided and we have been using it on our Jira Software/Jira Service Management environment since December 11th. This workaround basically changes the way Jira operates back to prior versions for who can be searched via user picker. This link was provided to me for the original Jira ticket that caused Atlassian to implement this change: https://jira.atlassian.com/browse/JRASERVER-7776  

            nilo soto added a comment -

            is there an update on this?

            nilo soto added a comment - is there an update on this?

            Hello,
            our customer has the same problem since the update to 5.11.1. Only users with a license can be entered in the reporter field. However, this behavior is highly problematic.
            In a service desk the tickets are created by customers. This does not always run via the portal. Many customers do this over the phone, so the agent creates the ticket on behalf of the customer. Thus, the customer must be deposited as a reporter. The Request Participants field leads to further confusion. It is still possible to enter customers here. The detour of going to the portal as an agent and creating a ticket for the customer here (which still works, strangely enough) is not an alternative, as it simply takes too long. From my point of view, this is a bug and not a feature and should be fixed by Atlassian as soon as possible. Our customer will roll back to an older version.

            Regards,

            Anton

            Anton Bernwieser added a comment - Hello, our customer has the same problem since the update to 5.11.1. Only users with a license can be entered in the reporter field. However, this behavior is highly problematic. In a service desk the tickets are created by customers. This does not always run via the portal. Many customers do this over the phone, so the agent creates the ticket on behalf of the customer. Thus, the customer must be deposited as a reporter. The Request Participants field leads to further confusion. It is still possible to enter customers here. The detour of going to the portal as an agent and creating a ticket for the customer here (which still works, strangely enough) is not an alternative, as it simply takes too long. From my point of view, this is a bug and not a feature and should be fixed by Atlassian as soon as possible. Our customer will roll back to an older version. Regards, Anton

            This affects 9.11 for us.

            Maybe I'm not fully understanding what this feature is for but how does this work in the context of a service desk? If I want to change the reporter to another customer, I should be able to do that.

            I have applied com.atlassian.jira.ignoreBrowseUsersPermissionsInUserPickers.disabled to the dark features as a workaround which has worked.

            Without that flag, I can only modify the reporter to a person who has browse project and modify reporter permission. A customer would not have this permission.

             

            James Beagrie added a comment - This affects 9.11 for us. Maybe I'm not fully understanding what this feature is for but how does this work in the context of a service desk? If I want to change the reporter to another customer, I should be able to do that. I have applied com.atlassian.jira.ignoreBrowseUsersPermissionsInUserPickers.disabled to the dark features as a workaround which has worked. Without that flag, I can only modify the reporter to a person who has browse project and modify reporter permission. A customer would not have this permission.  

            Juergen Loew added a comment - - edited

            Hi!

            We have the same Problem on Jira Datacenter 9.11.1 / Jira Service Managemen 5.11.1.

            • We added Project Role "Administrator" and "Service Desk Team"  to "Browse Projects" project Permission => All Users of "Service Desk Team" are shown.
            • We added "Service Project Customer - Portal Access"  to "Browse Projects" project Permission => All Users of "Service Desk Team" are shown. NOT ALL SERVICE PROJECT CUSTOMERS 
            • We added a GROUP "Jira Users" which contains all Users to "Browse Projects" project Permission => All Users of "Service Desk Team" are shown. NO USER OF THE GROUP IS SHOWN

             

            So i think that groups cant be read correctly for that permissions.

            Best regards.

            Juergen

            Juergen Loew added a comment - - edited Hi! We have the same Problem on Jira Datacenter 9.11.1 / Jira Service Managemen 5.11.1. We added Project Role "Administrator" and "Service Desk Team"  to "Browse Projects" project Permission => All Users of "Service Desk Team" are shown. We added "Service Project Customer - Portal Access"  to "Browse Projects" project Permission => All Users of "Service Desk Team" are shown. NOT ALL SERVICE PROJECT CUSTOMERS  We added a GROUP "Jira Users" which contains all Users to "Browse Projects" project Permission => All Users of "Service Desk Team" are shown. NO USER OF THE GROUP IS SHOWN   So i think that groups cant be read correctly for that permissions. Best regards. Juergen

              c8bcca445054 Benjamin Suess
              d382421eef02 Andy Rusnak
              Affected customers:
              48 This affects my team
              Watchers:
              72 Start watching this issue

                Created:
                Updated:
                Resolved: