Reporter name is showing as junk character when tickets details were exported in CSV file

[Santosh Kumar]

We are using Jira Service Desk platform,

Facing an unique issue i.e. which ever customer added under  "Oraganization" is registering himself display name as "Firstname Lastname" i.e. "Santosh Kumar" then his name is showing as junk character under "Reporter" filed when I export JIRA tickets in CSV file,

But the same is showing correct name when customer updated email id as display name in JIRA i.e. santosh.kumar1@xx.xx.com

Hence please help to fix this issue.

Thanks

[Angélica Luz]

Hi Santosh and welcome to Atlassian Community!

I saw that you opened a ticket with our support related to the same question and they are already helping you.
As the question is the same, let's focus on the ticket to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms.

Regards,
Angélica

[Omprabhu Arumugam]

Was this resolved? I am seeing the same issue. 

[Angélica Luz]

Hi @Omprabhu Arumugam,

The customers are showing with a hash instead of usernames on the export due to the General Data Protection Regulation (GDPR) that was implemented last year. This ID is unique and it replaced the username that is not used in Atlassian Cloud anymore.
For more information about usernames and GDPR, please check the documentation below:
- Atlassian's GDPR Commitment
- Say goodbye to usernames in Atlassian Cloud

This is not a bug, but an expected behaviour to protect customers' information.

Regards,
Angélica

[Omprabhu Arumugam]

Thank you Angelica.

I want to get a list of tickets assigned to project, with create date, reporter and summary.

Is there a different way to get this info exported to xl.

thanks

Prabhu

[Angélica Luz]

The workaround would be using an add-on to get this information. The add-on that provides this is Exporter- Export Issues to Excel CSV PDF that uses API to get usernames by the customers' email and it has a more friendly view for the report.

[Daniel Landman]

Hello @Angélica Luz 

Sorry to jump in late but this doesn't seem right to me.
The usernames are useful and should have stayed available in the system.
Extracting them allows us (the users) to handle reports properly AND discontinuing the display of usernames in report doesn't actually align with the GDPR requirements, (it's not a strict personal data value such as email, full name or country personal ID etc..).

Also, if you replied that there is a workaround via paid service of a 3rd party , then this actually means you wave your hands of GDPR allowing the extraction of originally blocked content.. in that case, there is no difference whether you allow it or that add-on, and I honestly believe members should not be required to pay extra for something that should have stayed in the system but was removed.

I feel you made a mistake with this one and humbly request Atlassian's re-evaluation.

Sincerely,
Daniel

[Angélica Luz]

Hi Daniel,

Thank you for your feedback. We understand that the usernames were useful, but due to GDPR, it had to be removed.

The add-on does not get the real username, because now the usernames are kind of an ID, so the add-on gets the name before the @ of their email addresses.

Regards,
Angélica

[Anurudh Pratap Singh]

Hi Angélica,

This is causing issue to the Jira Users. Getting and integration the selected plugin will add cost to the company. I request to introduce a field "Customer Email ID". This will help us understand the customer who has created the ticket, it will also not effect the GDPR as you have mentioned earlier.

Thanks,

Anurudh