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Hello Community, asking if there is anyone with some experience using JEMH.


I have a bunch of projects using JEMH to handle the emails, and just create a new one. 


But, the difference is, when a company user send and email to the HELP@domain a ticket is created (all good), but the Reporter name show like the picture below, and not the user details from Jira


Screenshot 2023-09-27 at 12.20.57.png


This behaviour is use to happen in the other projects when incomings come from emails outside the organisation, but from emails inside it kind translate the email to and set the user as reporter. 


I already compare every single setting in Jemh Profile, templates, Mappings, etc from one of the projects that its working as suposed, and can't spot any difference.

Any good soul with some experience can point me to the right direction? 



1 answer

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Answer accepted

Hello @Nuno Pimenta _ADM_ ,

What may be happening is that the email sender does not have the relevant permissions with that Project to create issues and as a result JEMHC is using the JEMHC Addon user (Enterprise Email Handler for Jira) to be the Reporter of the issue.

The best way to find out why the sender user was not used, is by checking the Processing Report for that email as this will contain some additional information about what is occurring. The Report can be found by going to JEMHC > Auditing > Inbound Messages and then pressing the Report Icon for the relevant email.

For more info about Inbound Message Auditing see:


If still unsure on the issue then feel free to Create a Support with The Plugin People (JEMH Vendor) with a description of the issue and a screenshot of the Processing Report.

You can create a support ticket by either emailing or by using our Customer Portal:



Ryan (Plugin People Support)

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