Unable to change Reporter in a JSM Ticket

[Ryan Bogs]

Hi Everyone,  

I am struggling here.   My goal is to simplify our ticket view layout.  I would like to be able to change the Reporter to a desired customer. For example, if I receive an email for an issue in my personal email, I can then forward it to JSM to open a new ticket. The Reporter field shows my name, but I want to change it to the end user.  

I am the org-admin and set permissions to allow Modify Reporter, but I am still not able to modify it from the ticket when I click on the reporter name.   Am I missing a step here or is this not possible?  Thank you. 

[Atlass Monster]

It is definitely possible, just not sure why it is not working for you.

Is that problem limited to email requests or it's project wide for all request channels?

One thing to try is via Automation to see if you will still face a problem if you try to change the Reporter. But doing that you may get an useful error message in the rule log that tells you if is a permission problem or not. 

I should aim at the root of the problem, maybe it is possible to set up the JSM to ignore you as the Reporter and maybe grab the right info from the forward message.

Here is more info: https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

The section you need to read is : " Custom mail handler options "