I use one support email across five Jira projects, but tickets show my user instead of the client. How can I capture tickets while keeping the reporter field empty?
In my experience, an effective approach was to leverage an external email integration add-on rather than relying solely on Jira’s built-in mail handler. I configured a third-party tool that allowed more granular field mapping where I could leave the reporter field vacant while still capturing sender details in a dedicated custom field. This solution not only bypassed the default behavior but also provided a cleaner separation between system automation and manual ticket processing. It took some trial and error tweaking settings, but ultimately it streamlined our support ticket workflow.
In my case, I noticed similar issues and resolved them by adjusting the inbound mail handler settings. The key is to disable the handler’s default behavior of automatically assigning the support email user as the reporter. I then used a custom script within my Jira automation that checks the original sender’s attributes to populate a custom client field while leaving the reporter empty. This allowed the system to capture the support ticket while retaining the client reference indirectly, making subsequent support processing clearer.
Considering similar issues with our support setup, I experimented with a solution that bypasses the default action of assigning the reporter. I configured the inbound email handler to ignore the sender’s account entirely and then relied on a script-based listener to capture additional email metadata. This listener ran upon ticket creation, extracting the original sender’s identity to populate a custom client field while leaving the reporter unassigned. Testing this extensively in a staging environment was critical before rolling it out, as minor configuration differences can lead to unexpected behavior. It was a bit of a trial and error process, but it eventually smoothed out our workflow.
i solved mine by disabling the default assigner and using a custom post-func script to grab sender info into a diff field, so the reporter stays blank. had to fiddle w/ settings a bit, but it worked for my mail routing issues.
I encountered a similar challenge while handling support tickets across multiple projects. Instead of relying solely on custom post functions, I opted to modify the inbound email handler settings to turn off the automatic assignment of the reporter. Once that was done, I implemented an automation rule that captures the sender’s details and updates a custom field specifically designed for client identification. This approach allowed the receiver to process tickets without the reporter field being populated, simplifying the workflow while still maintaining access to key client data.