Customer Email No Longer Visible when Hovering Over Reporter

Hello @Chris Green 

Somebody asked about that before Solved: Customer Email address not showing on work item vi...

It depends if they are just Portal Only or Accounts because some things like email privacy can be restricted by them.

Historically there was couple Regressions around that, so probably will be good to adress that with Atlassian.

Hi @Chris Green , 

@Arkadiusz Wroblewski is pointing at the right area. Let me make the model explicit, because whether an email renders on that hover card is decided by two settings stacked on top of each other, and either one can flip without anyone touching your service space.

Layer 1, the site setting. Settings, then System, then General configuration, then User email visibility. If this is set to anything other than Public or Logged in users only, emails disappear from user pickers, hover cards and the API for everyone. Atlassian's KB on this is written for the REST API but the setting governs the UI too: https://confluence.atlassian.com/jirakb/resolving-email-visibility-issues-in-jira-cloud-rest-api-responses-1528536519.html. Worth checking first, since another admin can change it in one click.

Layer 2, the account's own privacy setting. The hover card is the Atlassian profile card, and it honours the person's Profile and visibility setting for their email address ("Who can see this"). A customer with a full Atlassian account whose email is set to "Only you" will show no email to you regardless of Layer 1. Portal-only customers behave differently: they have no profile-and-visibility page, and agents can always see their email on the space's Customers page even when the card hides it.

Intentional or a regression? I could not find a published change to email visibility in the JSM changelog or the Community announcements, so I will not claim either way. What I would do: check Layer 1 first, then test with one customer you know has a full account versus one who is portal-only. If Layer 1 is open and a portal-only customer's email also vanished from the card within the last week, that is the case to raise with Atlassian Support as a possible regression, with the two account types as your evidence.

The better replacement for the workflow you lost. Inferring the organisation from the email domain by eye is exactly what JSM can now do for you:

1. Organisation email domains (site level: Settings, Products, Organizations, pick the organisation, add its domains). Every new customer with that domain is added to the organisation automatically when their account is created. Doc: https://support.atlassian.com/jira-service-management-cloud/docs/use-email-domains-to-automatically-group-customers-into-organizations/. Existing customers are not back-filled, which is what step 2 is for.
2. The automation template "Set organization using reporter's email domain" (space Automation, Templates), which handles existing customers on each new request and also populates the Organizations field on the request itself, so the field stops being the unreliable part. KB with both variants: https://confluence.atlassian.com/jirakb/how-to-add-jira-service-management-customers-automatically-to-organization-based-on-reporter-email-domain-1142450886.html

With those two in place you never need the email on the hover card for this purpose: the Organizations field is filled by rule, and the Customers page still shows the address when you need it for something else.

It does look like it was updated recently but on my end I still see an email shown for the customer/reporter in a line under the name and title of the customer (in the area of your first blacked out box)