Forwarded Email -- Discriminate Between Requestor and Submitter

Question

This is the use-case: a user emails a member of the support staff directly.  Support staff forwards the email to the Jira email address.  We want to ticket to name the user (requestor), not the support staff (submitter) as the Jira customer.  Is there a way for Jira to do that?

Jack Brickey · Accepted Answer

there is a Requestor and a Reporter that should meet your needs. We use the two in the event the agent opens an issue on behalf of a customer. the agent is the Reporter and the customer is the Requestor.

Steven F Behnke · Accepted Answer

Generally we manually change the Reporter field to the actual customer. The actual creator is captured in the navigable field Creator so we don't create additional fields to track that.