Replies not received when sending from non work email

[Grzegorz Szalas]

Hi All,

Testing Jira solution and when sending request from personal email, ticket is being created on Jira but when I comment on it, update is going to my work email (since my work email is registered and I'm Jira user) and not email I've sent test ticket from. Why is this happening? Help really appreciated. 

Thanks,

Greg

[Jack Brickey]

So let me understand here. Do you have two user accounts one is your personal email and the other is your work email? When you create a ticket using your personal email account does it show that user as the reporter? When you say you were making a comment I assume you are doing so from your personal email correct?

[Grzegorz Szalas]

reporter seems to automatically set as "Jira Service Management Widget". 

[Grzegorz Szalas]

I sent email from personal email. With this email I'm not Jira user. So as said, ticket from gmail comes in but when I'm replying to it, it sends response to Jira registered user (which is my work email) and I receive update on my work email. Original requester doesn't receive any updates. 

[Jack Brickey]

Are you using the Widget to open an issue or are you just sending from your email. I don't understand how "Jira Service Management Widget" is set as the reporter. Maybe some automation rule. Could you check that? Also is your work email being added as a watcher or request participant when the issue is created.

[Jack Brickey]

If your personal email is not a user then if the project is public then you should be added as a user and set as reporter. If the project is not public and the email is not a registered user then the issue creation would fail.

[Jack Brickey]

If you are not the admin then please contact them and discuss this.

[Grzegorz Szalas]

I sent email from gmail like you'd send email to typical email account. I now turned "auto assigned on transition" automation rule but no change on behaviour. Yes, I'm not an admin in Jira. 

When ticket arrives it has description "[Created via e-mail received from: greg@gmail.com], Assignee: Unassigned and Reporter: Jira Service Management Widget

Does this clear things up a bit?

[Grzegorz Szalas]

I managed to get admin level and save option to create users. Now not new tickets coming through, neither email to the user about account creation. 

[Jack Brickey]

You need the admin to inspect the Automation rules.

[Grzegorz Szalas]

managed to get this working by manually creating user. User registered and everything seems to be OK on that matter. This however highlight issue with automatic user creation after they submit the ticket. User not receiving invitation email after sending email to Jira.