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What is the reason for creating a new account with a "private email address"?

What is the reason for creating a new account with a "private email address"?

Hi,
The user (employee) Māra Kalve (icon MK) was created yesterday by logging into the client portal using the email address mara.kalve@lnkc.gov.lv (the email address in the client list is “private email address”).

In the client list, you can see 2 more client records that were created earlier and refer to this employee, one of which is also mara.kalve@lnkc.gov.lv. She also logged into the client portal with this email address before (3 times out of 10; the other tickets were created in an anonymous session).

Also, as the user "Māra Kalve" (icon MK), she receives notifications by email mara.kalve@lnkc.gov.lv . If she uses the client portal for a comment in a ticket, everything is OK. But if the comment is submitted as a reply to a message received in an email, the comment begins with "mara.kalve@lnkc.gov.lv (not a request participant)". This negatively affects the operation of the automation that responds to the client's response.
What is the reason for creating a new account with a "private email address" if a client with such an email address (mara.kalve@lnkc.gov.lv) already exists and how to prevent clients with a "private email address" from being created?

1 answer

4 votes

Hi @Arnis Riškovs

This is an action done by the owner of the account.

"Private Email Address" label appears on a customer profile and related work items, because the user has set their Atlassian account privacy settings to hide their email.

Only site or org administrators can view actual user emails via administration tools.

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Morning @Arnis Riškovs

@Marc -Devoteam-'s answer is right on. The only thing I would add is there are no controls to prevent that, even at the org level.

Cheers,

Brandon

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Like • Marc -Devoteam- likes this

Hi,
My request is to describe a scenario how a user can set up a "private email address" using the customer portal. Please also attach screenshots.

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Hi @Brandon Viertel

No there are no options to prevent this.

@Arnis Riškovs as I mentioned, this is done by setting this in a users account. This setting can only be done by the user, an admin can't change this.

Steps, to access and manage your Jira account profile

Click your avatar in the top-right corner of the screen, select Account settings
In the Profile and visibility section, scroll to "Contact"
On email address adjust the settings as required.
- Anyone -> Visible to anyone viewing your content or installed apps.
- Only you and admins -> Hidden from regular users, visible only to you and site administrators

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Maybe someone can describe to me the situation of having a customer whose name is an email address that is different from their email address?
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