The JEMH plugin is installed, configured as instructed, and double-checked. Why is the custom filed for non-jira users not populated whenever a non-jira user opens a ticket? Is there a common reason for this?
If the issue is being created (the content from the non-jira incoming mail is clearly identified), the custom field may not be populated for several reasons:
1. Somebody deleted the custom field, in this situation, on the Configuration screen, an automated Advisory warning should be shown.
2. The fallback user you have created does not have sufficient privileges in the project. Check Audit History drilldown details for any processing hints.
3. The Profile you are editing is not the profile that is actually hooked up via the JIRA Mail Handler selection. If you have one profile only, this is likely not it.
4. It is also possible that a default mail handler is pickup up the mail, which of course will do nothing to the custom fields.
You can rule out many things by creating a JEMH TestCase email, which is an integrated self-test, set the correct from/to addresses, the profile you want to run against and hit go. Any problems will be clearly visible. If this works, look to your inbound mail handler configuration in JIRA.
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