Jira email replies showing as reporter instead of client email?

[Keaton Hammack]

Whenever we receive a reply via email from a client, it shows as the reporter replying instead of the client email. How do I fix this?

[Mohanraj Thangamuthu]

Hello, Good day. The user who is responding to the email has valid Jira license and permission?

[Keaton Hammack]

We have it set up with an external system our school uses to submit a request to us. Whenever we receive a report and add a comment, we move it to a different section on the board, and it sends the user an email. When they reply, it is supposed to show their email or name as the one replying, but it shows our reporter's name instead.

[John Funk]

Hi Keaton,

Not sure I am following you. Who did the email go to if it was not the Reporter? 

[John Funk]

And is this Data Center or Cloud? You have added tags for both. 

[Keaton Hammack]

I'm not sure honestly. I don't really know the difference. All I know is, when we receive a reply from a client via email, instead of showing their email or name as the person making the comment, it shows our reporter's name. It used to work just fine but we got a new supervisor who made themselves the reporter and everything changed. We aren't sure how things got changed or what got changed.

[John Funk]

If the reporter was the client and then the supervisor changed the reporter to themselves, that is the problem. You need to change the Reporter back to the client. There should be no reason for the supervisor to change the reporter to themselves.