Fix to @Mention - Account ID Showing in Emails and Comments instead of Full Name

[Deborah Genevro]

Can anyone please help me with the following?

Problem:  Every email notification sent from being mentioned in comments shows the Atlassian Account ID instead of the Atlassian user name.

Background:  Since 2019 when Atlassian changed to one Atlassian account across all products.  We experienced a significant problem.  In JIRA cloud when someone is Mentioned in a comment, the Atlassian account ID showed instead of the user's name.  This was resolved in JIRA comments.

Example:

Steps taken to resolve:

I contacted support and as I understand it:

JIRA now allows users the option to prevent their Email Address or Full Name from being visible.

However, It appears that this change caused our individual profile configuration that no other user can view their profile info specifically email address.

I was told that to fix this each user needed to:

Go to: https://id.atlassian.com/manage-profile/profile-and-visibility

Under Contact, Who can see your email address make sure it says "Anyone".

Make sure that your Full Name is showing in that field (not your email address).

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Atlassian Documentation - Update your profile and visibility settings

That is likely what’s preventing your users from displaying their profile details properly. I hope that helps, Deborah!

Best Regards,

Justin V.
Atlassian Cloud Team

[petry]

This is probably related to this bug which was caused by this one, fixed in JIRA Agile 6.6.21.

As mentioned there, you can also use a workaround to get rid of this problem, which is disable the inline edit in JIRA.

Cheers,
Andre 

[Nic Brough -Adaptavist-]

I don't think there are boards for Jira 2.2.2! Are you sure that's the right version?

[DI2E Licensing]

Oops! Thanks. I corrected the version to 6.2.2.

[Nic Brough -Adaptavist-]

Oops :-)

Could you clarify "can not see any Agile boards"? Simple 404 error, no options on the menu, options linking to screens which have empty displays?

[DI2E Licensing]

Everything appears completely normally. But no boards are listed. So they think either no boards exist or that they don't have permission to see them. They get the "Manage Boards" in upper left. And the Atlassian logo in the center. But no column headers and no boards. Attaching an image.

[Nic Brough -Adaptavist-]

Eep, sorry, I missed your response.

First, are you sure they should be able to see the boards? Have they created one of their own just to test it?

Secondly, can you try it with another browser, one with a different engine (Chrome, Safari, Firefox etc, doesn't matter which one, just something that doesn't use the same as IE)

[DI2E Licensing]

Yes, I'm sure they should be able to see the boards. They can see them with any other browser. It's only IE in which they can't see them.

[Nic Brough -Adaptavist-]

Hmm, well, IE11 isn't really supported if I remember correctly, but they should definitely work in IE10. I have a minor nagging doubt - do they have "compatibility mode" enabled? If so, could you try turning it off and retrying the boards? After that though, I'm stumped.

I'd be strongly tempted to raise this as a support call with Atlassian.

[DI2E Licensing]

In my own attempt to replicate the problem I tried it with and without compatibiilty mode enabled and it made no difference.

I'll open a ticket. thx nic

[DI2E Licensing]

Thank you.