"From" E-Mail address differs from "Reply-to" E-Mail address --> wrong Reporter

Gregor Brummer December 30, 2022

Hi,

We have the issue that Jira does not show the "correct" reporter.

Setting in Jira:
Tickets are only created via mail

Here's the scenario when it's all done via Outlook:
Email comes in and it shows "Jane.Doe@company.com" as the sender ("from" address).
When I click reply, it shows a different email address than the original "from" address for example "case.xy123@company.com"

Problem in Jira:
Jira adds "Jane.Doe@company.com" as the reporter.
However, I would need "case.xy123@company.com" for the email to reach the correct recipient.

Does anyone have a solution? Is the topic possibly related to DMARC?

Cheers and a happy new year to you all!

1 answer

1 accepted

2 votes
Answer accepted
Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 30, 2022

Hello @Gregor Brummer 

Jira Service Management is designed to use the From email address for Reporter.

There is a change request to allow it to use the Reply-To email address. You can vote/comment/watch it here:

https://jira.atlassian.com/browse/JSDCLOUD-4920

Gregor Brummer December 30, 2022

Thanks!

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