Change reporter and Reply to customer e-mail based on e-mail address from e-mail header

[Jana Mandulová]

Hi,

We are receiving e-mail requests from our customers created in our SW which are linked to our JSM project as Emailed request. The problem is that the sender e-mail address is noreply@ourSW.com. However, we have information about the specific customer in email header: user full name + their e-mail address.

When issue in our JSM project is created based on this e-mail request, the reporter is always noreply@ourSW.com. I need to set up Jira project to take information from the email header into the reporter field - the real customer data. If there is no option to set up the project in this way, could anybody help to set up some automation rule (we have the customer's e-mail address in the issue description as well).

[Ryan M]

This isn't currently possible, but there is a suggestion you can watch/vote on for this functionality here for notification settings https://jira.atlassian.com/browse/JSDCLOUD-4920
and here for automation being able to access email headers https://jira.atlassian.com/browse/AUTO-1062


For a solution that's possible now, I would suggest instead of having your software create and send an email, to instead utilize the JSM REST API and having your Software instead create tickets directly where you could set the reporter. 

Another solution could be to embed a service desk widget in your software if it's accessed via the web.