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Missing Report ID and other information in reports generated from filters

Jader Peixoto Volkmer

In every each month I use to generate a report to work the allocation of the requests for each requesting area. An example of filter:

In the next step I export the results to a .CSV file:

campos visíveis = visible fields

So, I converted the .CSV to a column separed excel file and when I started with my analisys I found that:

The information about the reporter has not been filled. I've tried twice, three times and the result is the same.

Note that the ticket exists and the information is there:

What are the potential causes for this behavior?

Thank you.

Accepted answers

Andrea Robbins

When a ticket clearly displays a Reporter in the UI, but exports as a blank cell in a CSV export, it almost always comes down to how Atlassian Cloud handles identity provisioning and profile privacy (GDPR).

Here are the two most common causes and how to verify them:

1. The User Has an Unaccepted / Pending Invite

If the reporter was invited as an Atlassian account (site/licensed user) rather than a portal-only customer, but has not yet accepted their invitation:

What happens: Jira can assign them to tickets and display an unverified name/placeholder in the UI. However, until the user accepts the invitation and completes profile activation, their Atlassian Identity profile remains provisional.
Why it breaks CSV export: Bulk export queries the Atlassian Identity profile service for the user’s displayName. Because the profile is unactivated, it resolves to null or blank during export.
Why portal-only customers still work: Portal-only customers exist directly in the Jira Service Management customer directory rather than Atlassian Identity, so their names export without needing an accepted Atlassian invite.
How to check:
1. Go to admin.atlassian.com > Directory > Users.
2. Search for the user’s email. If their badge says "Invited" or "Pending invitation", they need to accept the invite.
Fix: Have an admin resend the invite and ask the user to complete setup, or add them as a portal-only customer if they only need portal access.

2. Atlassian Cloud GDPR & Profile Visibility Settings

Atlassian Cloud enforces strict user profile privacy controls to comply with data privacy regulations (GDPR):

What happens: Every Atlassian account user has visibility controls on their personal profile (id.atlassian.com/manage-profile/profile-and-visibility). If a user restricts their profile details (e.g., set to "Only you and your admin" or restricted beyond the organization), non-admin users or third-party extraction tools cannot read their public display name.
Why it breaks CSV export: When a user without organization admin permissions exports data, Jira honors these privacy flags by redacting or omitting the personal display name in the export file.
How to check:
- Test exporting the same JQL query as an Organization Admin. If the Reporter name appears for the Org Admin but is blank for other users, it is a profile visibility restriction.
- Check whether the user's account is managed within your organization or is an external/unmanaged Atlassian account with restricted profile settings.
Fix: The affected user can adjust their profile visibility under Atlassian Account Settings > Profile and visibility, or an Org Admin can verify the user's account management status.

All comments

Andrea Robbins

Here are the two most common causes and how to verify them:

1. The User Has an Unaccepted / Pending Invite

If the reporter was invited as an Atlassian account (site/licensed user) rather than a portal-only customer, but has not yet accepted their invitation:

What happens: Jira can assign them to tickets and display an unverified name/placeholder in the UI. However, until the user accepts the invitation and completes profile activation, their Atlassian Identity profile remains provisional.
Why it breaks CSV export: Bulk export queries the Atlassian Identity profile service for the user’s displayName. Because the profile is unactivated, it resolves to null or blank during export.
Why portal-only customers still work: Portal-only customers exist directly in the Jira Service Management customer directory rather than Atlassian Identity, so their names export without needing an accepted Atlassian invite.
How to check:
1. Go to admin.atlassian.com > Directory > Users.
2. Search for the user’s email. If their badge says "Invited" or "Pending invitation", they need to accept the invite.
Fix: Have an admin resend the invite and ask the user to complete setup, or add them as a portal-only customer if they only need portal access.

2. Atlassian Cloud GDPR & Profile Visibility Settings

Atlassian Cloud enforces strict user profile privacy controls to comply with data privacy regulations (GDPR):

What happens: Every Atlassian account user has visibility controls on their personal profile (id.atlassian.com/manage-profile/profile-and-visibility). If a user restricts their profile details (e.g., set to "Only you and your admin" or restricted beyond the organization), non-admin users or third-party extraction tools cannot read their public display name.
Why it breaks CSV export: When a user without organization admin permissions exports data, Jira honors these privacy flags by redacting or omitting the personal display name in the export file.
How to check:
- Test exporting the same JQL query as an Organization Admin. If the Reporter name appears for the Org Admin but is blank for other users, it is a profile visibility restriction.
- Check whether the user's account is managed within your organization or is an external/unmanaged Atlassian account with restricted profile settings.
Fix: The affected user can adjust their profile visibility under Atlassian Account Settings > Profile and visibility, or an Org Admin can verify the user's account management status.

Artyom Karpets _ArtUp Labs_

Hi @Jader Peixoto Volkmer,

Compare the summary of TI-29472 in Jira and in your spreadsheet. In Jira it is "MÁQUINA 2269 F; 0198 LIBERAR ACESSO NOVO COLABORADOR…", in the spreadsheet it stops at "MÁQUINA 2269 F", exactly at the semicolon. That is also the only row where Created, Status, Reporter and Reporter ID are empty. The rows around it use a colon ("2269 F: 0198 …") and come through fine.

So the reporter is not missing in Jira or in the export file. The row breaks when the .csv is split into columns: the semicolon inside the summary is read as a column separator, and the remaining values of that row end up shifted or lost.

To confirm and fix it:

Open the original .csv in Notepad and search for TI-29472. The summary will be inside double quotes, followed by the date, status and reporter.
Instead of splitting the text yourself, use Excel Data > From Text/CSV, pick the file, set Delimiter to the character you see between columns in Notepad and File origin to 65001: Unicode (UTF-8). Quoted values then stay in one cell even when they contain ; or ,.
If you prefer Text to Columns, tick only that one delimiter and set Text qualifier to ".

Any request whose summary contains a semicolon will hit the same issue next month, so it is worth changing the import step rather than fixing the row by hand.

Disclosure: I am the developer of ArtUp Reports. It exports a saved filter straight to an .xlsx file (one row per work item, Reporter as a column), so there is no CSV step to break: ArtUp Reports on the Atlassian Marketplace.

Drafted with an AI assistant and reviewed by me.

Sarah Marenchino | Devoteam

Hi @Jader Peixoto Volkmer,

I work at Devoteam. One detail in your screenshots is worth checking: for TI-29472, both the reporter’s name and ID are missing from the spreadsheet, although the reporter is visible in Jira.

Could you open the original CSV in a text editor, before any conversion in Excel, and check whether those two values are present on the corresponding row?

If they are present, the next step would be to investigate the conversion or import into Excel.
If they are already missing, the issue occurs before that conversion.

Regarding profile privacy, Atlassian’s documentation states that the public name remains visible and that displayName returns either the full name or the public name, depending on the visibility settings. A profile restriction alone therefore does not explain these blank cells.

This check would help narrow down the investigation before making changes to accounts or their visibility settings.

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