软件项目收集器 无法通过电子邮件 自动匹配提报人

[Ariel 韦曼曼 (PMO)]

软件项目--项目设置--收集器，部署JavaScript生成html页面链接。提报人通过链接入口报告问题时，不会获取自动匹配报告人邮箱地址，而是默认等于默认提交者。

尽管收集器设置了尝试匹配报告人。

[Andy Heinzer]

Hello,

If I understand the reported problem here, the issue collector is not recognizing the expected user account of the reporter's email address.  I suspect that you might be running into the same or similar problem to the ticket https://jira.atlassian.com/browse/JRACLOUD-44338

There is the possibility that the user in question has both a licensed Jira account, AND an unlicensed Jira Service management customer account.  In situations like this, the email address alone as a means of identification can cause confusion for the system to correctly identify which account should be used here.  Since Service Management customers are unlicensed users, then are not expected to have the permissions needed in order to create issues directly in Jira.  They can only create requests in the customer portal or perhaps through the email handler.

Since the issue collector works differently here, I think this is the problem you are seeing here.

I recommend reading https://community.atlassian.com/t5/Jira-Service-Management/How-can-I-merge-a-customer-and-a-user-profiles-in-Service-Desk/qaq-p/1980245

In that post Stephen's steps can help to identify and merge such accounts.  If my suspicions are correct, this can prevent the problem you have mentioned with the issue collector here.

Regards,

Andy