Jira service desk creating issues from mail on behalf of

Jordi Fernandez_bl1dx2

Hi community,

 

I have created a service desk project for our support e-commerce webform. All the summited forms are send by email to our jira.

The problem is that our e-commerce platform always sends the emails on behalf of, an example here:

• ecommerce@mysite.com is the default e-commerce platform email
• johndoe@nobody.com fills the form with his email and click submit
• Jira receives and email from johndoe@nobody.com on behalf of ecommerce@mysite.com
• Jira creates the issue with reporter ecommerce@mysite.com, no with reporter johndoe@nobody.com

Is it possible to create the issue with reporter johndoe@nobody.com? I have the scriptrunner add-on so it will be possible to create a script to do what I need, but I'm not able to find information about it.

Any help will be appreciate. Thanks in advance.

Andy Heinzer

Hi Jordi,

I understand that you have another site that is sending emails to the mailbox that Jira Service Desk is monitoring, but that you would like these to show as being created by the user's email address.

Jira's mail handlers are built specifically look at the From field on incoming messages and use that email address as the reporter of an issue/request.  With that in mind, that should explain why the other email address is marked as the reporter here.   It might be possible to use scriptrunnner, automation, or some other plugin to Jira then make these changes to the reporter field on the request.  But in order to do that, we still need to be able to see that other email address somewhere on the issue itself.

One solution outside of Jira for this problem would be to have the other site include the user's email address in the CC or To fields of the sent message.  Of course I don't know if that is possible with that site, but if this was, Jira Service Desk could be setup to include that user at least in the request participants field.  Which is then at least one way we can include that user into this request.

But even if that is not feasible with that platform, we still need to make sure that we can see this other email address somewhere in the issue that is created in Jira.  Ideally we would have it somewhere within an issue field, but even if it was included somewhere such as in the description or the summary, then perhaps there could be some script to extract that info.  If we don't see that email address in the issue itself, then I don't think that scriptrunner will be able to help here.

I'm not sure I can script exactly what you need here, but if I can learn more about what you see in Jira when the issue is created, I'll see what I can do to try to help find a solution here.

Andy