Reporting Manager drop-down duplicates user names

  • 12 September 2019
  • 4 replies

The reporting manager drop-down (Edit/create requester screen) duplicates names in the list when that manager has multiple email addresses.

My expectation would be that there would be only one item in the list per user.

Here's the manager:


Here's the reporting manager field for another employee:


An alternative, but less desirable solution would be to list the user name and email address in the dropdown. So the above would be listed as "Tori Parker (" and "Tori Parker ("

As far as I know, selecting either option results in the same data in the user record

4 replies

Hi Brandon,

Thank you for bringing this to our attention.

The reason why this happens is because we show the results based on email search and this user has two email addresses. I will forward this to our engineering team and will get this rectified and keep you posted on further updates over this thread. 

Thanks for using Freshservice! 

Userlevel 4
Badge +6

Hi Brandon,

We have rolled out a fix for the issue you reported. Please check and let us know if you need any further assistance.


@Sanofar has this been applied to all instances or only to Vaishali? This is still appearing the same on ours

Hi Brie,

The fix was applied globally to all Freshservice accounts and we have verified the same. I’d request you to report this to our support team who will be able to help you with this!

Best Regards,

Team Freshservice