Get and set emai address

Question

When we receive issue form external customer it is always in such form: From: Kataczyna Kowalska When: 12 January 2023 13:54 To: IT_Support Topic: This is a bug ISSUE DESCRIPTION. Is there a way to get the from email address and automatically set it to another custom field in the ticket?

Anna Arczynska · Answer

Yes from is my target, but reporter will be other. Due to many reasons we have to forward some email send to jira.

1. User will send issue to e-mail A
2. This message will be forwarded to e-mail B
3. And will occure in JIRA.

That is why, in such case, my reporter will always be e-mail B but real customer will be placed is the issue description.

Jack Brickey · Answer

Hi @Anna Arczynska ,

Can we assume that the From is the Reporter as should be the case when creating the issue but not for subsequent emails for comments. If so then you can copy the user from Reporter to your custom field. Maybe if you explain your use case there could be a different approach.