Reporter Shows Helpdesk Email in JSM Cloud Requests

Summary

Discover why Jira Service Management requests show the helpdesk email as the reporter and learn how to address this issue effectively.

Diagnosis

When an email is sent to a Google Workspace group email address, and this group is setup to forward emails to your Service project, you might notice that the original sender's email is replaced with the group email as the reporter. This is because of how Google handles email forwarding in certain situations.

Cause

Why this happens

1. Email Configuration in Google Groups:

   • Sometimes, Jira admins set the project's default email (for example, jira@sitename.atlassian.net) as a member of a Google group. This means any email sent to the group gets forwarded to Jira, creating a work item.

   • However, Google Groups may alter the sender's information due to specific email policies.

2. DMARC Policy:

   • If the email originates from a domain with a strict DMARC policy (such as 'quarantine' or 'reject'), Google will display the sender as "'<Sender Name>' via <Group-Name>" instead of the actual sender's email. This leads to the group email being used as the reporter in Jira.

The EML file of the sent email will have the Sender information in the following format:

This leads to all the issues being created with the group email address as the reporter instead of the actual reporter.

Solution

Recommended steps

1. Use a Direct Mailbox:

   • It's advisable to use a direct mailbox instead of a group email for receiving customer emails. This ensures that the actual sender's email gets captured as the reporter in Jira.

2. Configure Your Email Settings:

   • Set up your service project to receive emails directly from the custom mailbox. For detailed instructions, refer to this article.

3. Contact Google Support:

   • If you need further assistance, consider contacting Google Support. They might offer additional insights or solutions.

By following these steps, you can better manage how email requests are reported in Jira Service Management, ensuring clarity and accuracy for your team.

Additional Resources

• Groups/Gmail Not Including Original Sender

• MAIL Adds 'Name' via xxx.googlegroup