Reporter name is incorrect

[Brook Barnhart]

The reporter name is incorrect ~ I was able to delete the user under "Project settings" under People and access previously, however, I am not seeing this reporter to delete.  

We do use the same e mail address for each of our employees that report issues, but the Alisa's are changed when there is a new employee.  

[Brook Barnhart]

We have lots of turnover and it makes send for our company to use generic e mails with aliases added to the e mail account.

No, they are not managed users.  They (employees) or ANYONE, who e mails helpdesk@bonnercarrington will create a ticket within our Jira.  Once the e mail comes into Jira, we assign it internally to the person who needs to take care of the issue.

[Brook Barnhart]

Good Morning, Please see attached picture ~ hopefully that will help!! 

[John Funk]

Hi Brook - Welcome to the Atlassian Community!

First, what do you mean by the Reporter name is incorrect? Is there name spelled wrong? Or is the wrong person listed as the reporter? 

Why type of license does the user have who is in the Reporter field for that ticket? Is it a free Customer license or a Jira license?

[Brook Barnhart]

The wrong person is listed as the reporter. 

The reporter field is the employees name that is assigned to the e mail they are using to report issues. 

There is no license for the reporter, rather the reporter is e mailing the 'helpdesk'.

Previously I was able to delete the 'user' under projects, IT Helpdesk, Project Settings, People and Access.

However, now I am not finding the folks here to delete.

[John Funk]

Okay, I am confused. What is the actual step-by-step process that is happening? 

[Brook Barnhart]

I hope you see my reply ~ thank you.

[John Funk]

Still confused. What is the actual step-by-step process that is happening? 

[Brook Barnhart]

Our employees e mail helpdesk@bonnercarrington.com.  When the folks send the e mail the e mails go to Jira ~

When we see the emails (tickets) in Jira we assign them to the person who needs to complete the ticket.  The REPORTER (email) is coming in with old employee names (I am guessing because the email was once tied to a different name).  For instance Fiona I. Bentley is no longer with us.  The reporter is a new person who took over Fiona's position but when the e mail comes in, Fiona is tied to this e mail in JIRA (not on our other platforms)

[John Funk]

Okay, that is very helpful. First question, why are you using generic emails and not emails associated with just that user? That would be the route to go to avoid this in the future. 

Second question, are your users managed users? Meaning the users in Jira are coming from/connected to an IAM tool such as Azure, Entra, Okta, etc.?  Or are all of the users just invited directly in Jira. 

If it is the former, then the name needs to be changed in the IAM tool. 

If it is the latter, then the user should be able to go into their profile and change their name. 

[Brook Barnhart]

It seems that my reply was not replied to you on this thread.. ?  

We have lots of turnover and it makes send for our company to use generic e mails with aliases added to the e mail account.

No, they are not managed users.  They (employees) or ANYONE, who e mails helpdesk@bonnercarrington will create a ticket within our Jira.  Once the e mail comes into Jira, we assign it internally to the person who needs to take care of the issue.

[John Funk]

As these are Customers, unfortunately you will not be able to control their names or email addresses. When they sent in the initial email to create their first ticket, they get an email back asking them to register. At that point they enter their name.

But if others are simply using that same email, they should be able to go to their profile and update their name. But again, you are dependent on them doing that.