Customer Profile Corruption

[Deleted user]

Good Morning,

Having issues with the majority for customers in out Jira Cloud release, when a customer is added via email address the record is saved as a "qm:........" string and not as the email address.

This is creating massive headaches creating jobs, searching tickets and managing tickets for customers. The customer profile is near unusable.

During the Jira Cloud trial this issue was not encountered, going live we took a backup of the Jira Server and restored to Jira Cloud to migrate our data and this issue started occurring.

Deleting the entire customer base and importing from an AD export did not resolve. I have created a new project and exported email address from Active Directory and imported to the new project customers but same issue with this fresh import.

Has anyone else encountered this and / or know how to resolve this? The service desk are finding work arounds to be too time consuming for such a basic task

[Angélica Luz]

Hi Jarad,

Thank you for getting in touch with Atlassian Community!
For all new customers, the username will have this unique ID and it's internal, customers won't see it.
These changes were implemented to protect customers' personal information and this is due to General Data Protection Regulation (GDPR) that was implemented on May 25, 2018.
The only difference is the username for customers and it should not affect anything on your instance, you will be able to search customers by email or name, but the result of the JQL will show this hash.
Also, when you mention a customer on a comment, it will show the hash but once you post the comment, it will show customer's full name.

You can find more information on the documentation below:
- Portal-only customers have a randomly-generated username

If you have any other question, please let us know.

Regards,
Angélica

[Deleted user]

Hello,

Thanks for the explication but this does not resolve anything, the customer database is near unusable because users cannot be found by name, only qm code and this is not a workable solution. I need to get this resolved, pressure is on.

• SD Agents cannot raise tickets on behalf of a customer, need the qm code
• Customers cannot tag or assign managers / approves by name in the portal, need the qm code
• Cannot do anything with a customers name only with the qm code
• Users with Agent License work fine, customers cannot be looked up by name

Making everyone in the organization an Agent would resolve this but also make Jira an extremely expensive solution, we need the customers field working and we need it working in a search by user not qm code. Without the qm code it shows the user to not exist when they do.

This issue is very time consuming for the Service Desk and makes for an extremely poor experience for but customers and agents alike, we need this simple functionality working as currently Jira is not a solution but a problem, fixing this would make Jira work.

Thanks

[Angélica Luz]

Hi Jarad,

Thank you for the details.
I've tested on my local environment but I was able to open tickets on behalf of the customer normally. When typing the email, it shows the results and when I select the email, it shows correctly. I've tested creating a ticket on behalf of the customer on the customer portal and using the + button on Jira.

Related to select approvers:
On the customer portal, they can find approvers using email and it will not show the qm code because it's something that they don't have access.
When opening a ticket through + button you can find by email, but after you select the approver, it will show the qm and once you create the ticket it will show the full name on the Approvals field.

Related to mention:
They can't mention other customers because currently, it's possible only to mention using the username. We have a feature request related to it: https://jira.atlassian.com/browse/JSDCLOUD-288
So in this case, they should use the qm code, but it's something that customers have no access.

Everything that agents do in Jira, they can find the customers by email, it only changes to qm code when they press enter. For example, if they mention a customer, they will find them by email, when they select the customer on the dropdown list, it will show the qm code in the comment box, once they post the comment, it will show customer's full name.

Related to the error of the screenshot, it looks like the agent does not have browser users permission, can you please check this information on the project settings?

We understand that it may be frustrating when searching for a customer and also for customers to mention other customers, but all those changes were made to protect their information.

Regards,
Angélica

[Deleted user]

Hi Angelica,

I am glad this works for you, it certainly does not work for us as users cannot be found via email address at all, only qm code works. For us it is broken and making the system near unusable.

Frustration is an understatement, I was hoping for answers on what I can look at to try resolve this. If what you say above was working then I would not be asking, that would be wonderful and fully usable but the reality is that it is broken in our instance and I am needing to fix this.

Thanks,

[Angélica Luz]

Hi Jarad,

I will create a ticket and I will follow up this issue with you in private, so you can send us screenshots and videos showing the problem, this will help us to better understand and escalate the issue to the dev team.
You will receive a confirmation email and then after the ticket is resolved, I can post the resolution here.

Regards,
Angélica

[Deleted user]

Hello All,

This has been resolved with the Global Permissions "Browse users and groups".

On Agent creation users were not getting added to this group creating this problem.

Issue was identified and resolved through Atlassian priority support.

Thanks all,