Why are emails from a specific sender are not copying the description to the ticket.

Question

Hello,

I have set up a project and have an email address that is used to create tickets. When I send an email from my personal account (gmail), the body of the email is copied to the description of the ticket (as expected). When I send it from my company email address, the same thing happens. When a user outside of our organization sends an email, the ticket is created properly and the description is copied over. However, when we receive an email from their support email address, the issue is created, but we only get "[Created via e-mail received from: ***** Support <support@*****.net>]"

Phebe Brown_cckjqi · Answer

In addition- It seems as though JIRA puts the line "[Created via e-mail received from: ***** Support ]" when it doesn't recognize the email that the mail is coming from as being associated with a JIRA user (and it assigns the default reporter set up for that email creator as the reporter ). If JIRA *does* recognize the 'from' email as being associated with a JIRA account, it doesn't put the above line in the description, and it makes the creator/reporter of the email the user associated with the email account that sent the email. To test this I sent an email to an email address we use for creating tickets from an account unknown to jira and JIRA put the "[Created via e-mail received from: ***** Support ]" in the description. Then I created a user in JIRA for this same email account and logged in as that user just to make sure the account is fully active. Finally, I sent an email from this same account to the email address that we use to create tickets and this time it didn't add the line to the description, and made the reporter the user that I had just created that's associated with that email.

mogavenasan · Answer

Hi @traxacctadmin,

You will need to look at the email content, sometime different email clients will insert different syntax into the email. Normally, we would not see the difference if we are using the email clients, but on the plain text mode, we will be able to see the differences.

You can use the steps in this doc to see the message source (text mode).

I hope that this helps.

Thanks,
Moga