In the latest version of JSD when can a reporter be an email address?

I have set up a service desk and I am getting issues via our support email address. some show up with reporter showing an email address others do not. What I really what to know is... If I create a JSD issue can I chage the reporter to a specific email address? 

3 answers

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Hello Gavin,

if JSD receives a new issue via mail, it tries to match the email address with a known user.

  • If JSD can identify the user, it'll use this user as reporter of the issue.
    => The reporter field in the issue will not show an email address.
  • If JSD cannot identify the user via his email address and if you configured your service desk to allow public signup, JSD will create a new JIRA user and use the email address as user name.
    => The reporter field in the issue will show an email address.

I don't quiet understand your question about changing the reporter. Do you want to change the reporter of an existing JSD issue? Do you want to change the email address of a reporter (=JIRA user)?

Cheers,
Kirstin

 

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As long as the email address of the user in question is already registered with Service Desk, you can change the reporter to that address, yes.

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Hello,

We'd like to understand how to set the external users email address as the reporter. It used to show up that way for us but no longer. 

What settings are required?

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