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


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 "" as the sender ("from" address).
When I click reply, it shows a different email address than the original "from" address for example ""

Problem in Jira:
Jira adds "" as the reporter.
However, I would need "" 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 Dec 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:

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