Having issues with our "Ticket Master" Distro

[Jack M.]

Hi everybody, 

I'm currently having issues with Jira as we have issues with our "Ticket Master" account. Our current environment works so that whenever a user sends the helpdesk distro an email, it gets prompted in a queue and until somebody "Claims" the ticket, the default user is the "Ticket Master"

This has been giving us issues and the "Ticket Master" will take over in terms of comments on behalf of other users in Jira. So an email chain that has a user "John Doe" is no longer commented as "John Doe" but the "Ticket Master" account. This issue is hard to replicate and happens to users with accounts already created and sometimes doesn't occur at all to the same user

Does anyone have any suggestions on what the issue could be or where I should be looking first? 

Thank you in advance!

[Florian Bonniec]

If you are using the jira mail handler and if for any action create or comment the user Ticket Master is used it means that the default reporter configured in the mail handler is Ticket Master and the email the issue/comment has been created from do not match any jira user email with the appropriate permission (create Issue or Comment Issue) so it's using the default user.

You can refer to this documentation.

https://confluence.atlassian.com/adminjiraserver085/creating-issues-and-comments-from-email-981155478.html

Regards

[Jack M.]

Thank you so much @Florian Bonniec

I'll be reading this documentation sometime today. Hopefully this can resolve the issue, but that sounds like it can potentially be the cause. I'll post some updates for confirmation. 

[Jack M.]

Hi Florian, 

@Florian Bonniec 

First, I appreciate you being the only response! In terms of what I'm using as the e-mail handler it should be a regular exchange account. 

In terms of the Jira Core / JSD how would I go about checking that? I just took over this platform for another coworker and I'm not sure where to start. 

I don't think we're using any 3rd party app for emails. 

Thank you!

[Florian Bonniec]

Hi @Jack M_ 

What are you using as email handler ?

Are you using the incoming email from Jira Core, the email request that comes from Jira Service Management (JSD) or a 3rd party app such as Email this issue or JEMH ?

Regards