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we need basic JSM implementation clarifications.
the Customers are raizing issues on an email address like email@example.com that has no password, so can't be configured in JSM instead the default one firstname.lastname@example.org.
If we should configure a forward of all the emails from email@example.com to firstname.lastname@example.org: is still the ticket automatically created?
What happens when an Agent in JSM reply to the Customer? Is the Customer receiving an email by the Agent?
I'm a bit confused though, you mentioned that email@example.com doesn't have a password, how do you'll access the mails in this account then? If this is a shared mail box, the Oauth authentication will still work.
If you would like to setup the mail forward, you can work with Jira Automation to update the reporter from the mail it receives.
Hope this helps.