Created ticket has default reporter instead of reporter same as person sending emails.

[RG]

In our JIRA service desk project Email Handler we have have defined Default Reporter as mail-robot. For all users, when they send email, email handler process all emails and create ticket. In the created ticket the Reporter is same as the person who sent email.

But for some external users its not working at all. Reporter got changed from original reporter to default reporter.

Any suggestions.

[RG]

Our AD team made some changes in User Schema Object filters under user directory after which all users lost their access in JIRA.

We have updated correct User schema filter to restore all users.

Thank You!

[Tom Lister]

Hi @RG 

Unless this is for a service desk which creates users for new customers, Jira will only be able to use defined users for creating the tickets.

Which email handler are you using?

Tom

[RG]

@Tom Lister We are using JIRA Service Desk and we have defined default reporter as "Mail-Robot" in JIRA email handler.

[Tom Lister]

Hi @RG 

Do your customer access settings allow new users to create accounts?

Do you customer permissions allow anyone to send requests?

Are you server or cloud? Although the JSM security is the same on both.

Is there anything else common to users who cannot be set as reporter?

Tom

[RG]

@Tom Lister We are on server and using Service desk 4.13.11

[Tom Lister]

Hi @RG 

Do you have access to the Jira log files?

Are there any entries for the the users who are not set as reporter?

Are you using the service desk native email handler or have you configured a standard email handler to create tickets in the service desk?

The standard handler is not the same functionally as the service desk handler and won't create new customer accounts for new emails.

Tom

[Tom Lister]

Hi @RG 

Did you manage to resolve this issue? Curious about the outcome.