Difference in Reporter behavior when customers email the service desk

Lucie LEVAVASSEUR

Hi everyone,

I’ve noticed something inconsistent with the Reporter field in Jira Service Management when a customer contacts us by email.

Sometimes, the Reporter is correctly set to the customer’s email address (the actual sender).
But other times, the Reporter becomes our support address (support@...), even though the email was sent by an external customer.

I’m trying to understand what causes this difference.

If someone can explain under which conditions JSM assigns the real sender as Reporter vs. when it falls back to the support mailbox, that would help a lot.

Thanks in advance!

Thorsten Letschert _Decadis AG_

Hey @Lucie LEVAVASSEUR ,

Have you checked the email logs yet? These would be my first things to check:

Head over to your Space settings > Channels & self service > Email, and then View logs for the email address of interest.

See https://support.atlassian.com/jira-service-management-cloud/docs/about-email-logs-in-jira-service-management/ for a breakdown of the different entries.

Regards,
Thorsten