Why are portal-only Jira Service Management users showing as "atlassian" in the API response?

[Syed Gillani]

We use Jira Service Management to support our customers, allowing them to log into our portal to report and follow up on tickets. I'm currently fetching ticket details (summary, description, priority, etc.) via Jira APIs, but for some tickets, I can't retrieve the reporter's email if their account is marked as "accountType": "atlassian".

For customers with "accountType": "customer", I can see their email address. However, for accounts marked as "accountType": "atlassian", the email address is not visible.

Here’s an example of the difference:

Example 1 (Atlassian Account):

"reporter":

{ "accountId": "sdfasfe2344as46545fa223",

"accountType": "atlassian",

"displayName": "JD",

"active": true

}

Example 2 (Customer Account):

"reporter": { "accountId": "qm:AWIRcc1H-emXcsGtT-e1uGJ6Qi-wkWfwXKl-C0ra3obJ-iaDBH5Wa-2yvR7FOx-I5MweABQ-CGKlcc3dJ",

"accountType": "customer",

"displayName": "Tim Test",

"emailAddress": "tim.test@test.com",

"active": true

}

I reviewed the user JD under Products → Products Access → Sites and Products → JIRA Service Management Portal Customers, and it shows portal-only access with the status "Active." However, under User Management, this user appears with the status "invited."

I'm trying to understand why the user with displayName "JD" has "accountType": "atlassian", even though they should have portal-only access. Any insights on this behavior?

[Łukasz Modzelewski _Lumo_]

As for "accountType" looks like there are 3 options: atlassian, customer, app (check: https://community.developer.atlassian.com/t/user-accounttype-documentation/40375/2 )

With accessing the email for Atlassian account it is related to Atlassian profile setting of email visibility: https://support.atlassian.com/confluence-cloud/docs/configure-user-email-visibility/

"Email address is a user profile field managed by Atlassian Account. By default this field will be hidden from our public cloud REST APIs and no longer generally accessible to apps."

For more details check this: https://community.developer.atlassian.com/t/guidelines-for-requesting-access-to-email-address/27603 

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How was this "JD" user created?