When searching for assignable users in the assignee field, multiple results may be retrieved if the user being searched is registered in multiple directories.
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
When searching for users in the assignee field, duplicate results are retrieved if the same user is registered in multiple user directories.
Assignee field suggestions come from two REST endpoints:
user/assignable/search used by issue create/edit
user/assignable/multiProjectSearch used by bulk edit operation (which can span multiple projects) to find users assignable to every issue from the list
Both of these endpoints end up calling IssueUserSearchManager#findTopAssignableUsers. This method compiles a sorted set of assignable users based on the permission scheme for the project and the search query. The search query has to match either the username or the display name, case insensitive. Then, the resulting set is sorted by display name, username, and directory ID. This is a good set of attributes to sort by, but accidentally these are also used to determine uniqueness.
Solution
Always back up your data before performing any modifications to the database. If possible, test any alter, insert, update, or delete SQL commands on a staging server first.
Delete one of the duplicate users in Jira. We also have a known bug which is fixed in Jira 9.9.0 and Jira 9.4.11: JRASERVER-74869 - Searching assignable users in assignee field retrieves multiple results when user being searched is registered in multiple directories
In case of any health check error for duplicate users, the following KB can be referred Jira shows duplicates in user picker
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