Jira Service Management: Tickets created from forwarded Security mailbox emails use Security account

[Viktorya Zargaryan]

Hi Community,

I'm investigating an issue in Jira Service Management Cloud and I'm not sure what the root cause is .

Current setup:

- Users send emails to a shared Security mailbox.

- Jira creates a ticket successfully.

The problem:

- The created ticket has the Security account as Reporter.

- The original email sender is not set as Reporter.

- As a result, the customer does not receive the standard Jira Service Management request confirmation.

 My questions:

Is there a way to preserve the original sender when emails are forwarded to Jira Service Management?

Any advice or examples of similar implementations would be greatly appreciated.

Thanks!

[Gabriela - LeanZero]

Hi @Viktorya Zargaryan, what settles this is the raw message Jira actually received. Channels & self service, then Email, then View logs on the account, then Processing log, and on one of those messages use More and Download raw email message. Read its From line. If that already says the Security mailbox, the sender's identity was gone before Jira ever saw the message, so there's nothing in it for Jira to set a reporter from. If it still says your customer, Jira had the identity and set the Security account anyway, which points at the site mail handler taking the message rather than your space's email channel, and then any mail-layer change is wasted work. Atlassian's page for that log covers company-managed spaces only: https://support.atlassian.com/jira-service-management-cloud/docs/about-email-logs-in-jira-service-management/

The change that is right under either answer is connecting the Security mailbox itself as an email channel on the space, instead of relaying into an Atlassian address. Add external email, same screen, and you need Jira admin for it. That removes the rewriting hop in the first case and puts the JSM channel in charge in the second.

On Jeroen's point about customer access, that one bites after you cut over. Once real senders start arriving under their own addresses, if customers have to be added by hand, those same messages turn up in that log as Rejected with "Signup is not currently available" instead of as tickets with the wrong reporter.

[Jeroen Poismans]

Hi and welcome to the Community!

You customer probably does not have Customer access to the project. JSM projects can have an Open or Private setting when it comes to customers and customer requests and accounts.

Most likely your project is set to Private and the customer account is not added to the project. This can be changed here:

In the Jira Admin section there should also be a setting like this activated, it ensure that on Open JSM projects, customers van self-signup or accounts are created automatically when an unknown email addres is sending a request:

You can read up on this right here:
https://support.atlassian.com/jira-service-management-cloud/docs/create-new-accounts-through-email/

Hope this helps!