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Email processing creates tickets with incorrect reporter email.

Fernando_khmuu0

The last couple of emails are being created with the incorrect reported email address.

Instead of picking the address in the from line, it is using the to: address.

This created a delay in us getting back to the customer because when we replied with a comment from within the ticket, the email was sent to our own address.

Our setup is via GSuite. We created a Google Group with our email and then added the support@atlassian email as a member so that all emails are delivered to Atlassian as well. We did this precisely to avoid this issue we are reporting.

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Angélica Luz

Hi Fernando,

Thank you for reaching out to Community!

Using Google Groups as the mail handler for a Service Desk project is not currently supported, because Jira doesn't recognize correctly who is sending the email. When it happens, the header of the emails shows that the user sent an email using the support email instead of their real email, so both From and To were the same.

When using an email on Jira, it’s important that this address is not accessible by anyone, it must be exclusive for service desk to avoid this type of issue.

We have a feature request suggesting the implementation of the ability to use Google Group:

Ability to use Google Group email for email request

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica

Fernando_khmuu0

Thank you. It is confusing because when i set it up, tickets would be created correctly using the email from the original sender.

i have evidence to share about it if needed.

This functionality was one key factor for us to move from Zendesk to Jira.

is there any documentation stating that you do not support google groups?

Angélica Luz

Google Groups is not an actual email address, that's why it's not supported.

This information was not added to the documentation, only as a feature request.

The users that create tickets must make sure they are sending emails using the correct email address. As mentioned, when this issue happens the header will show that the user is sending the email using the support address instead of their real email, so the From e To is the same, which will not recognize the correct reporter.

Fernando_khmuu0

Thank you! I understand it is nor supported. My question was aiming to get details as of how or why it was working before. Do you happen to know why?

Yogita Karangula

Hi I am not suggesting the answer but I am posting my problem in service desk project.

I see wrong reporter after I created a request to our service team. Here is the background information.

I created a request without logging in to the service desk application.

I entered the email address of one of my service team guy's.

Mail went to him but the reporter is not on my address it is created with his address.

Note:

I am an admin for service desk project. But I removed the configurations of default email address of mine.

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