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

[Gregor Brummer]

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!

[Trudy Claspill · Accepted solution]

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]

Thanks!