How can we ensure customer info security when agents can't search by email address?

[Sharon Helms]

We are using Jira Service Desk at a university, and have thousands of customers visiting our Help Center. Since we have so many customers, some of them have the same name.

Our agents run the risk of adding the wrong person when trying to add a Request participant by name alone, and potentially causing a security issue.

We have added comments to JAC issues requesting the ability to search for customers by email address, but those issues have not been addressed by Atlassian employees yet.

Maybe other people in the community have found a way to deal with this limitation? 

How are other large organizations, who have customer information that must be secure and private dealing with this?

Thanks for any ideas you might have!

[Petter Gonçalves]

Hello @Sharon Helms

Thank you for reaching out.

Indeed, Jira does not display the email of the users in User picker fields at the new issue view of Jira Cloud, and we completely understand that this lack is very impactful when having multiple customers with the same name.

While our PMs and developers work to get this lack addressed, we have the following recommendations for you:

1. Although the user email is not displayed in the drop-down list, you can still search by the user email, so you can paste the user email in the field to properly select the correct user
2. The email is properly displayed in the user pickers of the old issue view, so you might be able to see it by turning off the new issue view (Not applicable to Next-gen projects)

For other JSD admins facing the same problem and looking for a solution in Community, we still do not have an ETA to have it fixed, so we ask you to vote and watch the Bug provided by @Sharon Helms to increase its priority and also receive notifications about any updates or other possible workarounds.

Let us know if you have any questions.