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User name scrambled in Freshdesk

Henrik Sihvonen
Henrik Sihvonen January 29, 2021

We have an integration to Freshdesk (FD) and previously we could see the names on the Jira comments when they were updated to FD but now they are just a string of characters:Jira note.png

Is there any way one can allow for my user name to be shown?

The current way it requires me to go to the Jira note to check if it was meant for me or not.

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Jack Brickey
Jack Brickey
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January 29, 2021

This is associated with GDPR. AFAIK you cannot leverage any system fields (assignee, etc) in the clear. You could try to figure out how to leverage a custom text field.

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Henrik Sihvonen
Henrik Sihvonen January 29, 2021

Thanks for the suggestion, but then it means more work and fields to migrate to FD and connect to the comment.

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Jack Brickey
Jack Brickey
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
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January 29, 2021

agreed. I'm in the process of the final migration off of FD at the moment and glad to be down to a single tool.

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