Atlassian service desk: reporter and watcher are qm:<code> and not a username (readable)

[adrian.bardossy]

Dear support,

in our atlassian service desk (cloud) we have an issue with the tickets, exactly:

• assignee can be given with his user name or full name (which is visible)
• reporter and watcher can be added by not visible, users are generated in format: qm:<code>, but not as a visible username or full name.

Can you advice us how to solve the issue?

I am including screenshot as well

Kind regards,

Adrian Bardossy

[Petter Gonçalves]

Hello @adrian.bardossy

Thank you for reaching out.

The behavior you are facing where Service desk customers are displaying a QM:<code> instead of its username happens because of the changes implemented in Atlassian products regarding the General Data Protection Regulation (GDPR), as you can see in the following documentation:

Portal-only customers have a randomly-generated username 

As you can see in the mentioned documentation, this is a temporary change while we finish our GDPR-related work, where we will update the field with a "more user-friendly" information. Until we're finished, you might see this random username in certain places:

• User profiles
• While editing some autocompleted fields, such as Approver. You'll see the display name after you save changes.
• When you export issues, the Reporter field shows the username

Let us know if you have any questions.