Why is reporter name Anonymous?

[J Roberts]

After the customer submits their request via the portal, the reporter is populating with the value Anonymous and the customer then sees an Access error stating they do not have permission to view their request. My assigned permission scheme has the Service project customer-portal access role defined for many of the permissions. My requirement is to have the reporter field populate with the actual customer name, not Anonymous. 

[Pramodh M · Accepted solution]

Hi @J Roberts 

Please check the Permission Service Project Customer - Portal Access is granted to customers. (Browse Projects, Create Issues, Edit Issues..)

Please refer to the link here to setup customer permissions
https://confluence.atlassian.com/confeval/jira-service-management-evaluator-resources/jira-service-management-managing-portal-access

Thanks,
Pramodh

[J Roberts]

Thank you Pramodh but all suggested permissions are already in place as well as many others. The request is created however the customer cannot view the request within the portal after it is created and as previously mentioned, the reporter name is Anonymous. I can see the created request within jira service management with the reporter as Anonymous. The value should be their actual name.

[Daniel Ebers]

Is it possible that you project was configured like in "Login Free Portal"?
https://confluence.atlassian.com/servicedeskcloud/blog/2017/04/introducing-the-login-free-portal-for-jira-service-desk-cloud

Could you please review the settings?
I cannot think of any other reason right now why the reporter is set to Anonymous but the settings mentioned in the blog post above.

[J Roberts]

Thank you. I have reviewed the settings. At the product level,Yes, customers can create accounts by signing up or sending a request and No, they cannot access without logging in. Service project level access set within customer permissions is Anyone on the web. The user that I am testing with logs in first and her name is in my list of customers. I appreciate your response but the issue still exists.

[Daniel Ebers]

Those settings are actually okay from my point of view - using the same in my Jira Cloud instance I was able to get it working using the current username instead of "Anonymous".

From the history from a troubling request - do you see that (probably some kind of Automation) is changing the username from the acting user to Anonymous or is it really created with Anonymous "from the very start"?

And also interesting would be: is this happing for several customers?

[J Roberts]

Okay, I am not sure at which point my issue was resolved but my reporter name is populating as expected. Thank you both for your time and stay well.

[Daniel Ebers]

Great - glad to hear it is fixed :)

[Nita Brumbaugh]

I'm having this same issue with the reporter being anonymous from the start of entering data in the portal.  It is somehow not resolving the current user name to the reporter field.

We are on Jira Data Center.