Help needed with Jira email handler setup
I’m setting up a system to automatically create Jira tickets from email. We have one shared support email for five different projects. The setup works fine for sorting tickets into the right projects based on keywords.
But there’s a problem. All tickets are showing up under my name instead of the client who sent the email. I tried removing the default reporter but then Jira won’t save the tickets at all.
Does anyone know how to:
- Keep the reporter field empty so tickets aren’t under my name?
- Get Jira to still create and save tickets with an empty reporter field?
I’m stumped and could really use some advice. Thanks!
Have you considered using a service account for ticket creation? This approach can solve the attribution issue while maintaining system integrity. Set up a dedicated ‘Support System’ user in Jira and configure the email handler to use this account. This keeps tickets from appearing under your name.
For tracking the original sender, implement a custom field like ‘Email Originator’ to store the client’s email address. You can then use Jira’s automation rules to populate this field from the email content.
This method preserves Jira’s requirement for a reporter while giving you the flexibility to attribute tickets correctly. It might require some initial setup, but it’s a robust long-term solution that doesn’t compromise Jira’s functionality.
I’ve dealt with this exact problem in my previous role. One solution that worked well for us was setting up a custom field called ‘Original Sender’ to capture the email address of the person who sent the support request. This way, you can keep your default reporter (which Jira needs to create tickets) but still track who actually submitted the issue.
We then used a simple JQL filter to display the ‘Original Sender’ field prominently in our support views, effectively treating it as the true reporter. It took some tweaking to get right, but it solved our attribution issues without breaking Jira’s core functionality.
If you’re comfortable with Jira administration, you might also look into using the ‘Jira Suite Utilities’ add-on. It has some powerful features for manipulating incoming emails and ticket fields that could help in your situation.
hey there, i had a similar issue before. have u tried using a dummy account as the default reporter? that way tickets won’t show up under ur name. then u can use a jira script to update the reporter field later with the actual email sender. its not perfect but it worked for me