Email comments added by default user instead of sender in JSM Cloud

Summary

In Jira Service Management, comments added via email may appear as if they were made by a default user, rather than the original sender.

Diagnosis

This issue occurs when the email channel for the Service Project is turned off. In such cases, the default Jira Mail Handler processes emails and adds comments to issues when a customer replies to a notification email. You can verify this from Project Settings > Channels and Self Service > Emails.

Cause

The default Jira email handler is designed to create issues only in Jira projects and for licensed users. This means emails from external customers won’t create issues unless those senders are licensed users in your Jira instance.

If your Jira Mail Handler configuration allows a Default reporter, any emails sent to the default mail address will have this user as the author of the comment/work item.

Types of Email Processors in Jira

There are two different types of email processors in Jira:

1. Jira Mail Handler

• Managed by: Jira Administrators.

• User Type: Designed for licensed Jira users with application access.

• Functionality:

  • Can create issues or add comments to existing issues based on incoming emails.

  • Supports multiple handler types to control specific behaviors (e.g., creating a new issue or adding a comment before a marker in the email body).

• Configuration: Enabled under Settings > System > Incoming Mails > Mail Handlers.

• Use Case: Primarily for internal collaboration and interaction with issues by licensed users in Jira projects.

2. Jira Service Management (JSM) Mail Handler

• Managed by: Project Administrators.

• User Type: Allows both licensed agents and unlicensed customers to raise requests and interact via email.

• Functionality:

  • Can create new tickets or add comments to existing tickets based on the email content.

  • Specifically designed to handle customer emails.

• Configuration: Enabled under Project Settings > Email Requests.

Use Case: Designed for service projects to enable email communication with customers.

Solution

To resolve the issue and ensure that email comments are attributed to the correct user, enable an email channel in Jira Service Management. This allows you to configure a dedicated email address for receiving customer replies and processing them correctly.

For detailed instructions, refer to the guide on Receiving requests from an email address.