We have integrated JIRA Software with Fresh Service however when one of our developers tag one of our SDA's in the comments field in JIRA, it is not displayed correctly within the Fresh Service ticket.....
We use FreshService and use the Jira app plugin. We were having the same issues, the identity was hidden when writing back to FreshService from Jira.
These are the instructions I received from FreshService support, which worked perfectly.
We can make the user's username to be visible to the notes that are getting added.
a) We create a user in Freshservice to add Jira's comment as a note in Freshservice using Jira user email. The problem here is that his email id may be hidden, so we cannot fetch it. It’s a permission problem.(go to system->general configuration->edit-setting-> user email visibility). Change it to Public if it is hidden
If this setting is set to Hidden, Freshservice will take the first agent in Freshservice (i.e Email id used to signup Freshservice account) as a note author in Freshservice.
You need to contact the vendor for having a workaround or solution in place.
A suggestion for testing in your case, as the visibility of the name is depending on user profile settings is trying to get some user to change it, to "Anyone". But not sure it will work.
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