discrepancy in user name

[IT Support]

A user in my organization is experiencing an issue where, when they raise a ticket, it sometimes displays their name in some tickets as a reporter and sometimes it shows their email address instead.

Why is there a discrepancy for the same user, where sometimes their name is displayed and other times their email address?

[Samuel Gatica _ServiceRocket_]

Hi @IT Support 

The user might have two accounts set up—one in the Jira AD and another in the Customer-Portal-only section.

If the user already has an account in the Jira AD, then the one in the Customer-portal-only is not needed and you can merge those accounts.

Hope this helps!

Best regards

Sam