Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Why is reporter name Anonymous?

After the customer submits their request via the portal, the reporter is populating with the value Anonymous and the customer then sees an Access error stating they do not have permission to view their request. My assigned permission scheme has the Service project customer-portal access role defined for many of the permissions. My requirement is to have the reporter field populate with the actual customer name, not Anonymous. 

1 answer

1 accepted

0 votes
Answer accepted
Pramodh M Community Leader Jan 29, 2021

Hi @J Roberts 

Please check the Permission Service Project Customer - Portal Access is granted to customers. (Browse Projects, Create Issues, Edit Issues..)

Please refer to the link here to setup customer permissions


Thank you Pramodh but all suggested permissions are already in place as well as many others. The request is created however the customer cannot view the request within the portal after it is created and as previously mentioned, the reporter name is Anonymous. I can see the created request within jira service management with the reporter as Anonymous. The value should be their actual name.

Daniel Ebers Community Leader Jan 31, 2021

Is it possible that you project was configured like in "Login Free Portal"?

Could you please review the settings?
I cannot think of any other reason right now why the reporter is set to Anonymous but the settings mentioned in the blog post above.

Thank you. I have reviewed the settings. At the product level,Yes, customers can create accounts by signing up or sending a request and No, they cannot access without logging in. Service project level access set within customer permissions is Anyone on the web. The user that I am testing with logs in first and her name is in my list of customers. I appreciate your response but the issue still exists.

Daniel Ebers Community Leader Feb 01, 2021

Those settings are actually okay from my point of view - using the same in my Jira Cloud instance I was able to get it working using the current username instead of "Anonymous".

From the history from a troubling request - do you see that (probably some kind of Automation) is changing the username from the acting user to Anonymous or is it really created with Anonymous "from the very start"?

And also interesting would be: is this happing for several customers?

Okay, I am not sure at which point my issue was resolved but my reporter name is populating as expected. Thank you both for your time and stay well.

Daniel Ebers Community Leader Feb 01, 2021

Great - glad to hear it is fixed :)

I'm having this same issue with the reporter being anonymous from the start of entering data in the portal.  It is somehow not resolving the current user name to the reporter field.

We are on Jira Data Center.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

693 views 5 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you