Wrong user displayed in tickets

Question

Hi there,

we have a pretty strange problem with our JIRA ServiceDesk.

Everytime somebody answers to a ticket via mail with a non registered user, then it shows a specific internal user instead of it.

That's pretty confusing and annoying. I would expect that it should show something like "unregistered user" or something like that.

Does anybody know about this problem or where to configure that? I can't find anything.

Thanks in advance!

Claus-Peter Eberwein · Answer

Hi @Anandhi Arumugam _Cprime_

thank you very much for these suggestions.

1) was the answer I was looking for and I found that this specific user was set as default reporter there.

No I have a follow-up-problem/question:

Is there no possibility to change this to "nothing" so that it shows something like "unregistered user" or something similar?
As far as I now unterstand, I have to set some existing JIRA-User here, and so if I change this, it will just be "another wrong user"

Thanks in advance for your response.

Anandhi Arumugam _Cprime_ · Answer

Hi @Claus-Peter Eberwein Welcome to the Community!

1) If you are using System Mail Handler, Please check your mail handler configurations to see if there is a default user that you set as reporter.

2) If you are using the built in mail handler within service project, please follow this documentation and set the Customer permissions so that the reporter is captured.

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-the-customer-permission-settings-for-email-requests/

Hope this helps!