Not able to change Reporter (Service Desk)

[Brian Oconnell]

I am evaluating Service Desk add-on.

When I receive an issue via email or portal, the "Reporter" field holds an email address, however if I try to manually change the address, I get an error that reporter must be a user, but that should not be the case with service desk.  Why can it come from outside, but can't be manually updated within Jira?

[Mohamed Benziane]

Hello @Brian Oconnell 

I think that you can only change the reporter for someone who have already an account. When you open jira service desk for the public, people need to create an account to raise a request.

So you need to search for someone you have an account. Keep in mind that you need to filled the reporter field with the fullname and not the mail adress.

Hope this helps