Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

JIRA incoming email uses wrong User to comment to jira ticket

I have a couple of automations set up for High/Critical tickets as well as Incoming Mail to Comment to ticket.


When the automation kicks off it sends an email to lead developers, managers that a new critical/high priority has been submitted for review. This works fine. The email is added to the ticket as well because I have Incoming Mail setup. This is also fine, however the email is being added by User who isn't even part of the ticket (Thulasi Kahlasti) as shown in screen shot. It should just be added by the JIRA automation and not this user. 

Every time this email is triggered it is added as a comment by Thulasi and I want to have it added by JIRA automation.  When others reply to email and a comment is added, it is added correctly. It is only this one automation that is triggered and added back to email that I am having issues with.


Please help.JIRA-wrong reporter.png

1 answer

0 votes
nmenere Atlassian Team Dec 08, 2020

Hi @Kelli Frattini-Adams ,

Can you confirm the actor for the rule is the Automation user and not Thulasi?


The fact that it is the same user every time suggests that you configured the Actor to be this user.



Yes, it is an email address I had created just for JIRA/Confluence. See screenshot.



Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Apps & Integrations

Marketplace Partner Spotlight: AppLiger

This month the spotlight is on AppLiger. We caught up with Pavel Pavlovsky, CEO and Product Manager, to learn how the company started and what fuels the team's creativity.    Atlassian:...

386 views 0 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you