Wrong reporter and wrong channel on Ticket

Question

In our Service Management project, there is a ticket which supposedly was raised by me via Jira (see screenshot)

In reality, this ticket was raised by a customer via email. Usually, our project handles this correctly, and puts the sender of that email in the reporter field.

Why is

a) the reporter wrong in this ticket?

b) the ticket listed as raised via Jira, rather than being correctly listed as raised via email?

And what can I do so Jira Service Managament handles this correctly in the future?

Chris Fortmueller · Answer

Hi Dave, thanks for your help. Yes, we have configured email intake

Also, I have tried setting the "Create Users" flag in the mail handler...

But when I reopen this dialog, the checkbox is unchecked again, even though I clicked "Save".

Again, this whole issue is a bit confusing to me, since most emails sent by clients to our Service Management Project are converted to issues correctly - but some are not.

Dave LIAO · Answer

@Chris Fortmueller - as you might know, there are two types of mail handlers - the one you can implement for any Jira project, and then the built-in mail processor that Jira Service Management has. You can read more here: https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Have you configured email intake for your Service Desk project?

Chris Fortmueller · Answer

Hi Dave,

yes, we do have such a mail handler. See here:

- but I don't understand when it is and is not used.

For instance, besidey the yellow warning symbol, it says that messages from unknown users will be silently ignored. But this is not what actually happens.

E.g., I just created a a completely new email adress for testing purposes (kundechris@yahoo.com). This email was definitely not known to the system, and yet, when I sent a mail to our Service Management project from this email, a ticket was created