Customer Email address not showing on work item view.

[Aaron Greenway]

On our SDM workview my agents are unable to view customer email addresses, when highlighting the reporter it doesnt show the email address, but if a Global Admin looks at all customer details in the Administration app. All emails are there.

EDIT: Thank you to Trudy and John for your guidance. Both answers are correct and there is also a workaround

[Trudy Claspill · Accepted solution]

Hello @Aaron Greenway 

Welcome to the Atlassian community.

The ability to see a user or customer's email address through the Jira/JSM Cloud UI is determined by the Privacy settings in the Atlassian User Account for that person. If the customer's have set their Privacy settings so that their email addresses are not shown, then the agents will not be able to view. 

[Aaron Greenway]

Hi Trudy - thank you for the suggestion.

This is sadly the conclusion I had come to when looking at the documentation.

as a work around i have added a user text field into the request for the reporter to declare their email.

[John Funk · Accepted solution]

Hi Aaron - Welcome to the Atlassian Community!

You might consider adding a custom short text field and populating it with the email address of the reporter. {{issue.reporter.emailAddress}}

[Aaron Greenway]

Hi John - thank you for the suggestion.

I tried this with using a plain text and a rich text custom field each time all it did was print {{issue.reporter.emailAddress}} rather than returning the email.

[Aaron Greenway]

Am i missing something, what do you suggest? 

[Trudy Claspill]

Hello @Aaron Greenway 

You have to create an Automation Rule.

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

Set the rule trigger to Work item created.

Add an Edit work item Action. In it set the custom field to the smart value provided by John.

[Aaron Greenway]

Thank you for the clarification and the guidance. IT WORKED

For anyone who is looking to do this screenshot of rule attached. 

When i created the field I made it a read only which the automation can write to but the end user cant.