https://getsupport.atlassian.com/browse/MOVE-144026

This is closed why?

https://getsupport.atlassian.com/browse/MOVE-131704 

@Alex Spence, doesn't seem fixed unless I'm missing something.

Hover over a customer, click "view profile" and you get a screen that says: 

Looks like we’re off the beaten track

We landed here for a user that does not exist.
Head back to the directory to search for another user.
Back to directory
 
 

Yeah, that's just bizarre....

@Alex Spence I don't know if I'd describe this as being fixed, I'm still getting the same behaviour years later. Below is a "portal only" user.
Clicking on "View profile" leads to :

I'm attempting to move my organization over to Service Management at the moment, but things like this are making this move really difficult to justify. In all of existence there is no world where a service agent clicking on the "View profile" button of a customer should lead to a 404 page, let alone when it's a known issue for literal years.

How is it that I can make an automation which checks all comments left on a task within the past month, and if any were written on a Tuesday by a user with the first name Bob it will send a webhook which turns on the breakroom toaster - but I can't view (or set!) a customer's name and basic contact details from within the service desk?

I've been trialing this app [User Profile Manager - CRM in Jira 👉 | Atlassian Marketplace|https://marketplace.atlassian.com/apps/1221800/user-profile-manager-crm-in-jira?hosting=cloud&tab=overview] which does an alright job of what I need, but the fact that setting an external customer's name is a premium and externally provided feature is....pretty ridiculous.

A fix has been released for the customers page link issue.
When the user hovers their mouse on a customers avatar or name in the customers page a profile card appears showing additional information.

The main link available for customers at this page has been replaced by a link shown inside said profile card.

Key information here:

• Links are no longer available for customer accounts (as they can not lead anywhere).
• Links to 'manage profile' are available for Atlassian accounts inside the on hover profile card.

Hi Dylan Toohey,

We have thousands of users spanning 300 projects and we can't really migrate all of them from Jira accounts to Portal Pnly accounts.
This will be a large task to keep the ticket association in place and will entail having our clients go through re-registration to the portal for no good reason.

Further, the page you linked to about the differences between Jira and Portal Only users says that "Portal-only customers can't log in at your site's root URL (for example, mysite.atlassian.net). They must use the portal's specific URL." which breaks our process flow - we don't publish a project specific URL for each client project but have one link to the root URL in our website.

Can this regression be prioritized to allow us to get the previous functionality back?

Harel

I would really like to know when we should be able to see our customers profiles again. We had them up until recently. We need them for some manual processes. I don't understand whey they went away. We could see their name first and last, email, title and department and now that gone. We really need this information to be displayed for our purposes in IT. 

Hi hsafra, it looks like Eduardo has already clarified with you in the support ticket but just to be clear. Because your users have Atlassian accounts they are subject to Profile Visibility Controls. Basically, they control what information (like email, profile picture and full name) that they want to make public. 

These new user centric controls were implemented at the start of July to all of our Atlassian Accounts as part of an effort to be GDPR compliant, there's more info about these changes here.

In your specific case - e.g. Customers with Atlassian accounts but no application/product access, we do have plans to build a new profile page that displays the public information those users are allowing to show. I suggest watching a different bug here https://jira.atlassian.com/browse/JSDCLOUD-8349 as it more accurately describes the account set up in your JSD instance. 

If you want email to be visible to your agents and admins, the users should be added as Portal Only Users but its important to understand the changes in behaviour these different account types bring. We outline the difference in functionality in this help doc.

Thanks for reaching out, if you have any further questions don't hesitate to ask. Your feedback is really important in helping us get this right.

Cheers,

Dylan - Service Enablement