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GDPR breach: Request Form based on Task has default, unremovable Customer email address drop-down

Katrina Owens_1enzxg

Hi there,

I set up a Documentation Feedback Form to be used by customers based on the Task Request Type in JSM. Out-of-the-box it provided a drop-down of usernames and email addresses. I can't remove it. In our multi-customer scenario, this will be a GDPR breach.

Is there a workaround to restrict the users that the current user can see in this list? It is a handy field to have, but we cannot use it if all users can see each other's details.

It isn't visible in the Request Form Editor so I can't delete it.

Thanks,

Kat

Accepted answers

Katrina Owens_1enzxg

Hi Angelia,

This has been resolved as we discovered yesterday that customer users don't see it, only internal ones.

However, when you're setting up the form, the inclusion of this field isn't even mentioned: would be good if it was there with explanation so people knew about it and when it is visible. I had to waste time chasing the issue up.

I've attached the custom form. It's based on the Task Request Type. See Raise this Request on behalf of...

Thanks,

Kat

All comments

Angélica Luz

Hello @Katrina Owens,

Thank you for reaching out to Atlassian Community!

I’m not sure I understood the issue correctly, so I would like to know more details about it.

What is the name of the field? Can you share a screenshot of the form with us and point what is the field?

Is the field visible for any customer that accesses the request form in the customer portal or is the field visible only internally for agents? I’m asking because you mentioned customers and users, so I would like to confirm who can see the field.

Kind regards,
Angélica

Katrina Owens_1enzxg

Hi Angelia,

This has been resolved as we discovered yesterday that customer users don't see it, only internal ones.

I've attached the custom form. It's based on the Task Request Type. See Raise this Request on behalf of...

Thanks,

Kat

Angélica Luz

Thank you for sharing, @Katrina Owens.

When an agent accesses the request form in the portal, they will be able to see this field because they can create tickets on behalf of the customer and it won't show only customers, but internal users as well.

This is important because, if they create a ticket, customers will receive the notification informing them about that and agents won't need to change the reporter after the ticket is created.

This field indeed can't be removed, but it's something that only administrators and agents can view.

The field is also visible internally when using the "Create" button:

Screen Shot 2021-09-16 at 09.41.33.png

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