JIRA Comments (Account ID) not reflected in Fresh Service

Question

Hi Guys,

We have integrated JIRA Software with Fresh Service however when one of our developers tag one of our SDA's in the comments field in JIRA, it is not displayed correctly within the Fresh Service ticket.....

JIRA comment # 31092:

[~accountid:61480162ba1b34006a9d6e13] - Comment 1

[~accountid:60e67f4b1fd2a3007032c10d] - Comment 2

[~accountid:600679362a6b660069f5f4fc] - Comment 3

Any assistance would be greatly appreciated.

Macfred Benson · Answer

I just changed my account visibility in Jira, and it worked perfectly! Now, my username shows up on the reply notes in Fresh Service instead of my colleague's account name. Thanks for the tip—now the 2-way sync is flawless! 😊

Tim Simpson_ymbda9 · Answer

We use FreshService and use the Jira app plugin.  We were having the same issues, the identity was hidden when writing back to FreshService from Jira.

These are the instructions I received from FreshService support, which worked perfectly.

We can make the user's username to be visible to the notes that are getting added.

* a) We create a user in Freshservice to add Jira's comment as a note in Freshservice using  Jira user email. The problem here is that his email id may be hidden, so we cannot fetch it. It’s a permission problem.(go to system->general configuration->edit-setting-> user email visibility). Change it to Public if it is hidden

If this setting is set to Hidden, Freshservice will take the first agent in Freshservice (i.e Email id used to signup Freshservice account) as a note author in Freshservice.

b) Each Jira agent should go to the below link and change the Email address under the Contact section to Anyone.
https://id.atlassian.com/manage-profile/profile-and-visibility [id.atlassian.com]
Please verify the above 1 and 2 for proper names being used for Jira to FS updates.

Patricia Francezi_iDev_ · Answer

Hi @Andrew Jezard 
Welcome to the community!

This is due user data protection as you can read here

https://developer.atlassian.com/cloud/jira/platform/deprecation-notice-user-privacy-api-migration-guide/

So jira always show the ID when exporting.

You need to contact the vendor for having a workaround or solution in place.

A suggestion for testing in your case, as the visibility of the name is depending on user profile settings is trying to get some user to change it, to "Anyone". But not sure it will work.

This can be done in this address https://id.atlassian.com/manage-profile/profile-and-visibility for every user you request testing.