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Very occassionally the Reporter field changes automatically to the default email address.

Madison Maze

Issue: Upon receiving tickets in the Jira queue, the Reporter field is wrong, it is the default email address for our company, not the original reporter's email address. This happens only very occasionally.

We checked automation, rules, everything I could think of to determine the why.

Any ideas?

Thanks in advance.

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Édpo César_jh82dy

Hi @Madison Maze ,

Welcome to the community!

Did you already see the history option? It's possible to see who changed tre relator field and take a tip about the problem.

Madison Maze

Thanks for the welcome!

The History option shows the Default email address as the original creator. So, support@mm.com is the reporter.

This is false, as the ticket was emailed to us from a customer, not from ourselves.

Édpo César_jh82dy

Humm.
It happens with tickets opened by e-mail and portal?

Madison Maze

It happens with tickets created via emailing support@mm.com, not sure about from the portal, but in this particular case, the ticket was created via email not portal.

Utkarsh Agarwal

Hi @Madison Maze ,

Did you check the customer permission settings?

Also, check if customer access settings are set to allow customers to create account:

Screenshot 2022-02-24 203349.png

Kind Regards

Utkarsh

Madison Maze

I did check both settings. But the customer is creating tickets by emailing, so the portal shouldn't matter I don't think.

Here is the log regarding the particular ticket I'm referring to:

Screenshot 2022-02-24 101632.jpg

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