Email this Issue handler not working consistently
I have set up a mail handler that processes New Hire notifications received by emails from Workday.
The email handler sets Issue Summary, Employee Location and Reporter fields in the new ticket as shown in attached screenshot.
However the Reporter field is not filled consistently. I have been struggling with this for a while, and had concluded that JSM just does not like autofilling the reporter field using Display Name. However, now I am making it work with certain users, but not all. And I don't know how to spot the difference.
Here are the debug logs for a working and a non working email:
Working:
INFO: Set issue field Reporter with value $!group1 extracted from Body using regular expression Reports to:\s(.*?)\sHire date:
DEBUG: Setting Reporter field with value: Name1 Name1son
DEBUG: Reporter has been set: Name1 Name1son
Not working:
INFO: Set issue field Reporter with value $!group1 extracted from Body using regular expression Reports to:\s(.*?)\sHire date:
DEBUG: Setting Reporter field with value: Name2 Name2son
DEBUG: No user found by the input value: Name2 Name2son
DEBUG: Reporter field has not been set.