Jira ServiceDesk logging all internal emails as default user

Rory Campion

Over the last couple of days or Jira Service Desk has started logging all internal emails sent to the support email under the default user, before it always logged as the user sending the email. External email addresses sending in tickets are working fine.

 

We use Email This as our email handler

Deyves

Hi Rory,

By default, the option to assign a default reporter should be available only when we're using the Jira Software mail handler.
This is because we have two types of mail handlers available: one for regular projects and another one specially designed for Jira Service Desk projects (which doesn't have the option to set a default reporter).

My suspicious is that this issue is being caused by the 3rd party add-on and one easy way to isolate this issue is by configuring a mail handler for the Service Desk project using the Jira built-in services.
To do that, you can configure the mail handler under Project Settings > Email requests.

If you do that, are you able to replicate this issue? (to execute this test, you can create a test project so you don't mess up with your current configuration)

In the meantime, I'd like to suggest you get in touch with the Vendor responsible for this add-on.
I've checked and here are the contact details to reach them:
by email: support@metainf.atlassian.net
by raising a support request on their portal: Email This Issue - Support

For further details: Email This Issue

Kind Regards,
Deyves Senger