how do I configure a proxy commenter account to post comments to ticket from alternate smtp address?

[Sean]

Our employees authenticate to cloud services (JIRA, Azure, etc.) with their username@domain.com. However they all have a primary SMTP address of first.last@domain.com. This presents a problem with Jira cloud. Our Single Sign on is standardized around username@wwu.edu (our domain). For example:

Jill Smith has a JIRA cloud account of smithj2@wwu.edu. She signs into JIRA and Azure with that as her username. She can receive email at smithj2@wwu.edu because it is a valid address for her mailbox. However she sends email outbound using her primary smtp address of Jill.Smith@wwu.edu. This means that Jill may submit an issue from the self service site as smithj2@wwu.edu. When she replies to a comment on that issue via email, JIRA creates a new issue and a new account because it does not recognize Jill.Smith. 

I noticed that Atlassian support handles this with a proxy commenter that adds rhe commenr back to the issue on behalf of the unknown sender. Documentation does not describe how to do this. Any tips?  And yes, I am pushing to have our primary smtp ,at home our usernames, but it may take a year or  ore to convince the right people. I need a workaround until then. 

[davy]

Hi Sean,

The proxy commenter you notice from our support system is actually a custom application.

It is possible to mimic this behaviour by setting a default reporter
However, to use the default reporter, you will need to disable the Create Users option.

There are also a few third party add-on's like, Enterprise Email Handler for Jira, Enhanced Mail Handler, In-Mail Handler PRO etc, that extend the way messages are processed

Best Regards,

[Sean]

Thank you for the reply. We may use your default reporter suggestion for now, but fortunately we are planning to move forward with changing our default SMTP so that it matches our Atlassian cloud usernames. First.Last will be demoted to a proxy address. Until then, your suggestion will be useful.

[Cédric Dannemark Cremer]

Hello,

I've been searching for hours now on how to set the "default reporter" option. I used Google, your documentations... with no chances. I've got exactly Sean's issue, and we would like to stop all the assorted duplicate issues...

Regards.

[Rob Smithers]

Ditto here. We have the exact same problem.

It's disappointing that Jira has created a custom application for their own use to address this shortcoming in their service, but they aren't addressing it for their customers.