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  1. Jira Service Desk Cloud
  2. JSDCLOUD-8289

API: Unable to fetch customer email address via API

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      Description

      Summary

      • Portal-only customer accounts do not have any configurable privacy options(Atlassian accounts do have configurable privacy options)
      • For customer accounts - the expected behaviour is that:
        • Agents can see customer email addresses
        • Customers can see other customer email addresses if both have access to the same ticket/request

      Calling either:

      • <instance_name>.atlassian.net/rest/api/2/search?jql=id=<issue_key>&expand=changelog&maxResults=1
      • <instance_name>.atlassian.net/rest/api/2/search?jql=id=<issue_key>
      • <instance_name>.atlassian.net/rest/api/3/users/search?accountId=%

      Doesn't return the emailAddress field for customer accounts as expected - the field is missing:

              "reporter": {
                "self": "https://dnguyen4-test3.atlassian.net/rest/api/2/user?accountId=qm%3Axxxxx-xxxxxx-xxxxxxx-xxxxxxxxx",
                "name": "qm:xxxxx-xxxxxx-xxxxxxx-xxxxxxxxx",
                "key": "qm:xxxxx-xxxxxx-xxxxxxx-xxxxxxxxx",
                "accountId": "qm:xxxxx-xxxxxx-xxxxxxx-xxxxxxxxx",
                "avatarUrls": {
                  "48x48": "https://avatar-cdn.atlassian.com/default?size=48&s=48",
                  "24x24": "https://avatar-cdn.atlassian.com/default?size=24&s=24",
                  "16x16": "https://avatar-cdn.atlassian.com/default?size=16&s=16",
                  "32x32": "https://avatar-cdn.atlassian.com/default?size=32&s=32"
                },
                "displayName": "MyDisplayName",
                "active": true,
                "timeZone": "Europe/Amsterdam",
                "accountType": "customer"
      

      Steps to Reproduce

      1. Call the instance to fetch issue data <instance_name>.atlassian.net/rest/api/2/search?jql=id=<issue_key>
      2. Examine the response body

      Expected Results

      • The response shows the emailAddress field
                "reporter": {
                  "self": "https://dnguyen4-test3.atlassian.net/rest/api/2/user?accountId=qm%3Axxxxx-xxxxxx-xxxxxxx-xxxxxxxxx",
                  "name": "qm:xxxxx-xxxxxx-xxxxxxx-xxxxxxxxx",
                  "key": "qm:xxxxx-xxxxxx-xxxxxxx-xxxxxxxxx",
                  "accountId": "qm:xxxxx-xxxxxx-xxxxxxx-xxxxxxxxx",
                  "avatarUrls": {
                    "48x48": "https://avatar-cdn.atlassian.com/default?size=48&s=48",
                    "24x24": "https://avatar-cdn.atlassian.com/default?size=24&s=24",
                    "16x16": "https://avatar-cdn.atlassian.com/default?size=16&s=16",
                    "32x32": "https://avatar-cdn.atlassian.com/default?size=32&s=32"
                  },
                  "displayName": "MyDisplayName",
                  "active": true,
                  "timeZone": "Europe/Amsterdam",
                  "accountType": "customer",
                  "emailAddress": "myemailaddress@domain.invalid"
        

      Actual Results

      "emailAddress": "myemailaddress@domain.invalid" is missing from the response body

      Notes

      • "Reporter" and "Request participants" field affected
      • Possibly any other fields where the emailAddress field should be present

      Workaround

      • No known workarounds

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              Assignee:
              vtruong Vu Truong
              Reporter:
              dnguyen4 Derrick Nguyen
              Votes:
              41 Vote for this issue
              Watchers:
              30 Start watching this issue

                Dates

                Created:
                Updated:
                Resolved: