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Problem with mail handler for incoming mail

unknown

Hi,

We have a problem with mail handler.

So, I was the default reporter defined in the incoming mail, mail handler. I needed to change this to my colleague. He has ALL the same rights on all the projects, as me.

The mail handler was working perfectly fine.

When I changed the default reporter from myself to the colleague, nothing actually changed.

System is still sending e-mails with my e-mail as FROM, and the issues opened in the system still have me as a reporter.

When we look at the handler it self, it says that my colleague is default reporter, but he is actually not.

I have tried everything I could, but it remains the same.

Can you please let us know how to change this?

Thanks,

Milica

Accepted answers

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Andy Heinzer

Hi Milica,

I am a bit confused by your description here. The default reporter is an optional settings you can configure within an incoming mail handler in Jira. When you do this, users that send email to that inbox and don't have an account in Jira can have their messages processed into Jira issues, where the reporter becomes this default account rather than the user that actually sent the message.

You then stated:

System is still sending e-mails with my e-mail as FROM, and the issues opened in the system still have me as a reporter.

I don't follow. Jira can also be configured to send email notifications, but these don't necessarily correspond at all to the incoming mail handlers in Jira.

Instead there is a global setting for an outgoing SMTP server that you can configure in Jira. More details on that setting in Configuring an SMTP mail server to send notifications. Perhaps this is the location you are looking for it you want to change what email address appears as the FROM when Jira sends out notifications.

If you still find that the existing mail handler is not working as you expect, try deleting that existing mail handler first, and then create a new mail handler with the new settings you want. In some rare occasions, I have seen this method have better success than trying to edit an existing configuration in that module.

I hope this helps.

Andy

Nenad Spasic

Hi Andy,this is not a problem with sending,but instead dedicating ticket to a user which is in from section.

Jira is currently NOT set to send with that user(milica,lubinic) but nevertheless it is assigning itself with that user.

If you need any additional logs or configurations please feel free to contact me.

Regards,

Nenad.

Andy Heinzer

Hi Nenad and Milica,

What version of Jira is this?
Have you tried to delete the existing mail handler yet, and then try to create a new one with the new desired settings?
Are you using any automation style plugins with Jira, such as Automation for Jira, Scriptunner, Power scripts, JSU, etc that might be configured/scripted to create issues from a particular user when specific conditions are met?
Perhaps try looking at the History of an jira issue in question. I'd be interested to learn if there are any clues we can obtain there in regards to the creation

Just to clarify, changing the mail handler settings won't change existing issues. It should be able to change which user is used to create issues in the project going forward.

Nenad Spasic

Hi,this was on jira 7.13.2 and also on 8.0.2.

Yes,i deleted mail handler,done indexing and then created again. Nothing changed.

No,we don't have that kind of automation.

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