Symptoms

When a user tries to search for others using Basic Search the error message below appears:

Cause

The reason behind this behavior is that the user who’s making the search is not part of the groups that have 'Browse users and groups' Global permission. This permission indicates which groups have permission to browse the names of users and groups within Jira. Therefore the lack of it will make the user not able to search for others thus when searching for them in a user picker field this error message shows up.

Solution

Grant this permission to the desired users:

1. Go to your JSM Instance > Cog icon > System > Global Permissions.
2. Find permission Browse users and groups to review the groups with this permission.
3. Scroll down to the bottom of the Global Permissions page, pick the permission and group, and confirm the update by clicking Add.
4. You can also add the user to one of the groups which already have this permission.