hi Vu,

How did you resolve this issue? I am still having same problem with our customer site. Both

• /rest/servicedeskapi/organization/<Organization_ID>/user
• /rest/api/3/user?accountId=<Account_Id>

endpoints don't return customer's email addresses

Thanks for fixing this a couple weeks ago Vu!  We saw that a due date of December 12th was added to this around 12 hours ago.  Everything is working right now, so that is worrisome, haha.  Is something going to change with this?  We just want to make sure we are prepared since this critical functionality to JSM.

Hi Everyone,

We have identified the cause and resolved the issue.

Cheers,
Vu

Since there was a lot of discussion on this the last time that it happened, let me just clarify what is broken again... the following endpoints are some examples of ones that are again incorrectly hiding the emailAddress for portal-only Jira Service Management customers (the non-counted users of an instance):

Anything that tries to grab the Reporter or Request Participant information from an issue is affected (issue_key can also be used anywhere that I am saying issue_id below and this affects REST v2 as well... just to be extra clear):

• <instance_name>.atlassian.net/rest/api/3/issue/<issue_id>
• <instance_name>.atlassian.net/rest/api/3/search?jql=id=<issue_id>

Anything searching users by accountId:

• <instance_name>.atlassian.net/rest/api/3/users/search?accountId=<valid qm: accountid>
• <instance_name>atlassian.net/rest/api/3/user?accountId=<valid qm: accountid>

In the UI, the user profile cards are again incorrectly hiding the email address for these users.  These users do not have email visibility settings in their servicedesk profile (and they shouldn't be able to ever hide that from the Service Desk Team).  Right now, Jira Service Management is essentially broken because you cannot be sure that you know who your customer is when they are communicating with you and any integrations with your own customer systems cannot map to anything since those systems cannot see the emailAddress.

Yesterday, this seems to have reverted to blocking portal only email addresses again.  We believe that it started around 8 hours ago in our instances.  We need to be able to grab the issue.fields.reporter.emailAddress via API.  Users should also be able to see those email addresses in the UI.

Hi,

I am talking about the global email visibility setting for Jira accounts - it is set to public (picture attached). If this is not enough for pulling email address of managed accounts through the API, then what is? Is it personal setting of an account on Atlassian level? Does it mean I have to ask all users to set email address to only admin and me visibility? Or is there any other way? Thanks!

Hi robin.stemmers

Specifically which issue you are you seeing, there is a few mentioned in this ticket? Can you also confirm that the users privacy settings allow you to see their email address (if they are a customer account and you have an agent license you will be able to see them, otherwise you won't by default). There's more details on the latter on https://jira.atlassian.com/browse/JRACLOUD-72483

iws-partners

A customer account is a service desk user that logs in through the service desk portal and does not count as a licensed user. These users are scoped only to your site and are what this issue is about. Usually these accountIds will start with `qm:` (but this is not guaranteed).

A normal Atlassian account is one who is either a licensed user on Jira or a managed account in Atlassian access. They can use that account to log into other Atlassian services such as bitbucket. In this case the user controls their privacy settings and email is restricted by default.

despite we have allowed public visibility of user email addresses globally in Jira administration

Could you explain what you mean here? Individual users control their email address visibility from their user profile page.

Hi 

we are still not getting email attribute when using https://iws.atlassian.net/rest/api/2/user?accountId=********** and we are not getting data for email when using https://iws.atlassian.net/rest/api/3/user/search?query= despite we have allowed public visibility of user email addresses globally in Jira administration. Any advice?

Harry, please can you explain what's the difference between customer account id and normal Atlassian account id that you mentioned in the above comment?

Hi

I am still having issues with my instances too.

Hi omer17

Can you confirm the accountId you are sending is a customer account and not a normal Atlassian account (where privacy controls still apply)? Can you also confirm that the user you are using to request the api has an agent license.

Cheers,

Harry

Hi Vu Truong,

Just let you know,

<instance_name>.atlassian.net/rest/api/2/user?accountId=xxxxxxxxxxx still does not return  the emailAddress field  as expected.

Hi everybody,

Just to let you know that the fix for customer's emails not returning from API has already been deployed and rolled out to all instances.

If you have any problem related to this bug, please let us know by raising a ticket here and mentioning this bug.

Best regards,

Vu

Atlassian

Just curious if there is an ETA on this so I can plan deployments. 

Hi 

We are experiencing the issue again after it worked for a few hours. 

Hi ben.slade / gerard.cobas,

We're progressively rolling the fix to let it soak for a bit - I've turned it on manually for your sites now. Let me know if you run into any problems. 

Cheers,

Dylan - Service Enablement

It is still not fixed for us. Can we get an update on when this will be released? 

I think it’s released already. We have had our issues resolved. Our api is sending the info as expected.

When is this going to be released?

The API interface is still not working.

This API defect has now been in place for over a week.
We have over 3800 customers impacted and is a critical problem for our company affecting our IT Services across the country.

This issue could potentially lead to legal and financial implications between us and our outsource partner.
Therefore, the issue has been escalated to senior management within our company.

Please escalate within Atlassian for either an immediate fix, viable workaround or a rollback of the change that caused the issue.

This problem has a CRITICAL impact on our work and our support center can no longer work. This calls into question the use of JIRA within our company.

Any idea on when this will be completed?  Thanks!

Can we please get an update on when this will be fixed? This is a CRITICAL bug and should have been addressed ASAP as it has broken JSD for many of your customers. 

I know you fixed the UI issue first which was a poor short-sighted decision, as the impact of this is much larger. 

Please get the solution for this rolled out ASAP or just roll back the changes that broke this - we shouldn't have to go as long a week + without this functionality just because you overlooked a very large use case when rolling out the changes for user profile visibility. 

I would also like to understand when this fix will be ready.  Like some of the previous comments, the email addresses used is Company information and when signing your contract with the company you would have agreed that your email address is "public" information when using it in the business. I am sure many other companies have a similar policy in place.

I don't understand the logic behind all of this. We create customer by their emails. That means that they already gave us their emails and this means a consent to use it. So why are you trying to hide it from us?

This issue is having a CRITICAL impact on our custom workflow to manage our Support tickets

You should provide at least a workaround to be able to resume normal functions

Please provide a time-frame for this fix.

As stated in the other (related?) Issues (JRACLOUD-72483, JSDCLOUD-8281) this Bug is MASSIVELY impairing our whole Workflow with JSD. We are using the API and the "Reporter E-Mail Address" to link Support Cases to our CRM (like Greg and lot's of other Customers of JSD), assigning the right Departements, getting the logged work into our Billing System, into PBX Caller Info about current Issues and lot's of other implementation ...

Currently the whole Workflow is broken causing great additional effort to handle our Support Cases ...

This needs to be addressed ASAP and not the "Atlassian Style" ... within the next 7 - 12 Years ...

To provide a little more info here, like many other Jira users, we look at the reporter and tie it to our CRM.  Admins should always be able to grab the portal-only customer's email address via API (just like it says in this server instance when you signup that Admins will always be able to see your email address).  JSD does not offer any functionality to automatically connect your customer-base (we should be able to sync display names and passwords) and so the REST API is the only work-around (it is the 2nd biggest deficiency in this otherwise great product).

Right now we are cutoff from knowing the email addresses everywhere except manually searching within the admin section (you can't trust the experimental GET customers API call, it is very limited in what it returns, and we shouldn't have to jump through those hoops anyway).

Thank you for making this bug... this is the biggest problem that we are experiencing and it is slightly different than what we were expressing on https://jira.atlassian.com/browse/JSDCLOUD-8281 ... that one was made because we were trying to explain that there is not even a work-around to get this information manually on a Jira issue.  Please get this API call fixed ASAP.  It is critical to JSD since you cannot sync a CRM in any way and REST API is the only way to try to figure out who your customer is when they make a Jira request.