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Jira Service Desk Queue Issue

James Yeom

I'm attempting to create a custom queue in Jira Service Desk whereby it shows open tickets by reporter. I can create the queue just fine and it works just fine, however, when I created the queue and picked a user, Jira changes the name to an identifier like "5fe6520491bb2e01088244ad". So going back to edit the queue, I have no idea who that user is.

Why does Jira change the name to a string of numbers/letters and is there a way to stop it from doing that?

Accepted answers

Dirk Ronsmans

There are actually working on making this better because they also recognize that this is not user friendly.

They did a demo den a while a go and I believe it is already like this in a Jira Software project.

It's part of the new JQL editor and you can watch the Demo Den of it here:

https://www.youtube.com/watch?v=rqbY5YpRrb4

and read about it in the following article

https://community.atlassian.com/t5/Jira-articles/Unlock-the-power-of-search-with-the-new-JQL-editor/ba-p/1750670

The issue to follow along about this is https://jira.atlassian.com/browse/JRACLOUD-74155

All comments

Max Foerster - K15t

Hey @James Yeom

That's the account ID of the user because users could have the same name in their Atlassian ID. So everywhere, where it matters, the ID will be used and not the display name.

Best, Max

Dirk Ronsmans

There are actually working on making this better because they also recognize that this is not user friendly.

They did a demo den a while a go and I believe it is already like this in a Jira Software project.

It's part of the new JQL editor and you can watch the Demo Den of it here:

https://www.youtube.com/watch?v=rqbY5YpRrb4

and read about it in the following article

https://community.atlassian.com/t5/Jira-articles/Unlock-the-power-of-search-with-the-new-JQL-editor/ba-p/1750670

The issue to follow along about this is https://jira.atlassian.com/browse/JRACLOUD-74155

James Yeom

Thanks, this was very helpful! Although it's a shame they changed this to begin with - it used to work just fine. I see why they did it, though, to comply with GDPR.....

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