Respond to another email than the one creating the ticket

[Mattias Kallvi]

The scenario:

1. UserA send an email and an issue is created by Email requests in JSM.
2. In an automation I change the reporter to a different user, UserB, with a noreply mail adress.
3. However, the confirmation email (Request created) is still sent to UserA.

Is the confirmation always sent to the one who created the issue even though the Reporter is changed? Is there something I'm missing? Do I need to change creator as well?

The reason we need to do this is that we don't want to send any emails to UserA. If there is some other way to stop emails beeing sent to a specific user, please let med know.

[Fabio Racobaldo _Catworkx_ · Accepted solution]

Hi @Mattias Kallvi ,

automation is something that happens after issue created event. It means that when automation is performed, the related confirmation email is already on the way for UserA (Creator/Reporter).

As workaround you should :

• disable Request created - customer notification email
• manage notification through automation in order to be sure that the correct reporter will be notified

Hope this clarifies,

Fabio

[Mattias Kallvi]

Thanks, that clarifies all.

[Fabio Racobaldo _Catworkx_]

you're welcome @Mattias Kallvi 

[Arkadiusz Wroblewski]

Hello @Mattias Kallvi 

The real problem here is just timing buddy.

The Request created email goes out the moment the ticket is created, before any automation rule can do anything. So by the time your rule changes the reporter, that first email has already gone to UserA.

Changing the reporter afterward can still affect later notifications like comments or status changes, but not that initial confirmation.

So if the goal is to stop emails to UserA completely, the better options are either removing Reporter from the Issue Created notification, or removing UserA as a participant right after creation to at least stop the later emails.

For that very first email, automation is simply too late.