Hey everyone,
I’m working on setting up an automated support ticket system in Jira. We’ve got one email address for five different projects and clients. Here’s the deal:
- Set up a single Support email for all clients
- Jira uses keywords to sort tickets into the right projects
- Problem: tickets are showing up under my name, not the client’s
I tried removing the default reporter, but then Jira won’t save the tickets at all. Frustrating!
Does anyone know how to:
- Keep the default reporter field blank?
- Get Jira to save tickets without a default reporter?
I’m stuck and could really use some help. Has anyone dealt with this before? What am I missing here?
Thanks in advance for any tips or tricks!
hey john, try a workflow post-func to reset reporter after creation. extract the sender’s email from a custom field to update it. it’s hacky but works if ur email parsing is on point. good luck!
I’ve encountered a similar issue before, and there’s a workaround that might help. Instead of removing the default reporter entirely, consider creating a generic ‘Support’ user in Jira. Set this user as the default reporter for incoming emails. This way, tickets will be saved, but not under your personal account.
To attribute tickets to clients, you could use a custom field for ‘Client Name’ or ‘Reported By’. Configure your email handler to parse the sender’s email address and populate this field automatically. This approach maintains ticket integrity while still capturing the client’s identity.
For sorting into projects, continue using your keyword system, but add an automation rule to reassign the reporter based on the project or client field after the ticket is created. This extra step should solve your attribution problem without breaking the initial ticket creation process.
I’ve been in your shoes, John, and it can be a real headache. Here’s what worked for me:
Instead of messing with the default reporter, we created a custom field called ‘Original Requester’ and set up a script to populate it with the email sender’s address. This way, Jira still has a default reporter (usually a generic ‘Support’ account), but we retain the client’s info.
For ticket sorting, we used Jira’s automation rules. We set conditions based on email content or sender address to route tickets to the right projects. It took some fine-tuning, but it’s been running smoothly for months now.
One caveat: make sure your email parsing is robust. We had some hiccups with complex email signatures throwing off our system at first. Regular testing and tweaking helped iron out those kinks.
Hope this helps! Let me know if you need more details on implementation.