Agent sees 'Unknown user' for user type attributes in an Assets object

Summary

When an agent accesses an Assets object, the value of a User Type attribute is displayed as an Unknown user in that object. This scenario can also occur when the objects with User Type attributes are imported.

Solution

Verify the agent's permission

You can start diagnosing the problem by checking if the affected user is seeing this issue for all object types or any specific object type. If the problem persists with all object types, there could be something wrong with the Jira global permissions:

1. Navigate to https://<yoursitename>.atlassian.net/secure/admin/GlobalPermissions!default.jspa page of your cloud site.

2. Check which groups are part of the Browse users and groups global permission.

TIP: If a Project type attribute in an object contains a project that the user doesn't have access to, then the user will see that as Unknown.

Browse users and groups' global permissions

The issue happens when the user OR the group the user is part of does not have the Browse users and groups global permission.

Allowing agents to view and search for other users

1. You can add the affected user to any group that already has the Browse users and groups global permission.

   1. To add a user to a group

      1. Go to admin.atlassian.com. Select your organization if you have more than one.

      2. Select Directory > Groups.

      3. Select the group that you want to add users to.

      4. Select Add group members and search for the users you want to add.

      5. Select Add users.

2. You can grant the global permissions to a user group. Only site admins can manage groups of users. Read more about managing groups.

   1. To grant global permission

      1. Scroll to the bottom of the page to find the Grant Permission section.

      2. Select the permission you want to grant in the Permission dropdown.

      3. In the Group drop-down list, either:

         • select the group you want to grant the permission to.

         • select Anyone to grant permission to users who aren't logged in.

3. To resolve the error related to the Project type attribute, add the affected user/agent to the project's People page.

   1. To add a user to a project

      1. From your project's sidebar, select Project Settings > People.

      2. Select Add people.

      3. Search for the user.

         1. You can add multiple people and groups, and delete those you have accidentally added in this dialogue.

      4. Select the desired role and select Add.