Cannot remove default participants when ticker created in Jira by receiving an email

Rejikanth AP

Hi,
When a user sends an email Service Desk about an issue it will create a Jira ticket and assign the default participant who left the organization. We could not find a way to remove that default participant from assigning to a newly created ticket. Please assist on this matter. Thank you. 

Regards,
Rejikanth

Ste Wright

Hi @Rejikanth AP 

Is this only happening with emailed requests?

A few simple checks first...

 

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Default Assignee:

1. Go to Project Settings > Details
2. Check what the Default Assignee is set to
3. If its Project Lead - check the Lead is not the user who left the organisation

You can modify this to Unassigned if preferred

 

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Components:

1. Go to Project Settings > Components
2. Check if there is a component for an emailed request
3. If there is, check if the Default Assignee is Component Lead, and if the Component Lead is the user
4. If it's Project Default or Project Lead - check the settings using the instructions above

You can also modify a Component to have the default assignee as Unassigned if preferred

The component might be getting set via Automation (see below).

 

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Automation:

1. Go to Project Settings > Automation
2. Check if there is an Automation rule related to email requests and assignment
3. If there is, either modify it to an active user - or disable it!

 

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Let us know if any of these help locate your issue!

Ste