JSM Email requests Reporter is not the Sender

[Solène]

Context

We have Emails Requests enabled with a Jira Service Management project. So, when one of our customers sends an email to our Support email address, it creates a ticket. That part works fine.

Problem

Except I realised that some (only some) tickets are created with our support email address support@company.com as Reporter, instead of the initial Sender, the client.

I can't figure out why sometimes the reporter is as expected, and sometimes it's our support email.

Expected behavior

Reporter field is filled with Sender (client) email every time.

What I checked

- The Incoming Mail section. Most advice on Internet suggest to set it up. But for JSM email requests it goes through JSM mail handler that is different. Here is a screenshot of our Incoming Mail settings:

- Project settings > Email requests > Manage Allow list (did not do anything)

- Project permissions are fine too (proved since it works in some cases)

- Customer permissions:

Ok, I did my best to explain it all. I did check similar issues here but could not find any fix unfortunately. I'm happy to add any additional info that would help.

[Elena Lurye]

Hi @Solène ,

Can you also check the project's email requests logs?
Go to Project settings --> Email requests, and then View logs:

[Solène]

Hi! I have checked the logs indeed. I cannot put a screenshot since there are many emails in there, but the logs are fine. Each request is logged as "new request".

[Brian N_]

Hi Solène, did you ever figure out  how to solve this?

Problem

Except I realised that some (only some) tickets are created with our support email address support@company.com as Reporter, instead of the initial Sender, the client.

I can't figure out why sometimes the reporter is as expected, and sometimes it's our support email.

==============================================

I am getting the same issue as the reporter for some customer emails is changed to an internal service desk agent and not the customer themselves. And then we have to switch the reporter back to the customer reporting the issu manually

[Solène]

Hi @Brian N_  , Unfortunately no, I never found the reason for it... I even changed my entire email requests set up. I raised a ticket at the time but I was not getting helpful replies. So I still get some tickets for which the reporter is not the actual sender. It is weird since it has no consistency, and pretty annoying.

Sorry I couldn't help on this.

[Brian N_]

@Solène I was able to resolve my reported issue: Having a default System incoming mail handler is set to the same incoming email as a JSM project caused a Race Condition.

I resolved it by simply  removing the System Handler and leaving the setup in the Project email setting.

- I think the main cause of this, when you follow the JSM setup instructions they instruct you to setup the System incoming email handler by default.

Notes:

Make sure that you only delete a conflicting email handler (If you have more than one project with other email associations)  in the system portion as you may have others used for specific automation (ours was a default catch all for creations and comments for the same email address set for the project as explained above - Simple.)

My 2 cents:

If you delete something, make sure you can recreate it and know what was deleted, in the event you have other elements depending on this handler.

See Captures: