Email Requests not being tagged as registered Users

Garath Emms

Hi, 

We have just started a trial for Jira Service Desk. We already are using the cloud confluence and have all our users setup via GSuite syncing. 

Users have been created with .co.uk accounts. However, when we email out to anywhere it emails under .com (This was a branding thing for the company a while back). 

After doing a few tests, we can see that when someone creates an issue via the web portal, that is fine, they're logged in as joe@bloggs.co.uk and it ties that to their user account we already have. The problem is when someone emails a request in. 

When they email a request, because it's coming from joe@bloggs.com it doesn't get tired to user account that is already there for joe@bloggs.co.uk and a 'Portal Customer' user gets created instead.

We would like it to be able to recognise that joe@bloggs.com is joe@bloggs.co.uk or add .com as an alias on peoples accounts, so the service desk knows that emails coming in from joe@bloggs.com are tied to the appropriate user accounts.

Has anyone else had this issue and have a solution that I can try?

Thanks!

Andy Heinzer

Hi Garath,

Both Jira Server and Jira Cloud can only store a single email address per user account.  In turn Service Desk is using that specific email address on that account to identify incoming mail as being from that particular user.   At the moment, I don't know of any way for you to allow for multiple email addresses on an account in Jira, but there are feature requests for this in

• https://jira.atlassian.com/browse/JRASERVER-3160 - For Jira Server
• https://jira.atlassian.com/browse/JRACLOUD-3160 - For Jira Cloud

That said, it sounds like you have the same user base, just in a different domain in Google Apps.  If that is the case, then you could follow the KB in How to Change Google Apps Domain in Atlassian Cloud Instances.  This would then change which email address your end users need to use to Login to the cloud applications.   Since it appears that outbound messages all are using the .com domain instead of the .co.uk domain, it makes sense to change this to using the .com so that your end users can still send email and have Service Desk understand the correct account here.