Customer Profile Corruption

Question

Good Morning,

Having issues with the majority for customers in out Jira Cloud release, when a customer is added via email address the record is saved as a "qm:........" string and not as the email address.

This is creating massive headaches creating jobs, searching tickets and managing tickets for customers. The customer profile is near unusable.

During the Jira Cloud trial this issue was not encountered, going live we took a backup of the Jira Server and restored to Jira Cloud to migrate our data and this issue started occurring.

Deleting the entire customer base and importing from an AD export did not resolve. I have created a new project and exported email address from Active Directory and imported to the new project customers but same issue with this fresh import.

Has anyone else encountered this and / or know how to resolve this? The service desk are finding work arounds to be too time consuming for such a basic task

unknown · Answer

Hello All,

This has been resolved with the Global Permissions "Browse users and groups".

On Agent creation users were not getting added to this group creating this problem.

Issue was identified and resolved through Atlassian priority support.

Thanks all,

Angélica Luz · Answer

Hi Jarad,

I will create a ticket and I will follow up this issue with you in private, so you can send us screenshots and videos showing the problem, this will help us to better understand and escalate the issue to the dev team.
You will receive a confirmation email and then after the ticket is resolved, I can post the resolution here.

Regards,
Angélica

unknown · Answer

Hi Angelica,

I am glad this works for you, it certainly does not work for us as users cannot be found via email address at all, only qm code works. For us it is broken and making the system near unusable.

Frustration is an understatement, I was hoping for answers on what I can look at to try resolve this. If what you say above was working then I would not be asking, that would be wonderful and fully usable but the reality is that it is broken in our instance and I am needing to fix this.

Thanks,