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  1. Jira Service Management Data Center
  2. JSDSERVER-3804

Ability to set 'Default Reporter' instead of creating new users in email channel

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Problem Definition

      When customer has set "Anyone can create a customer request via email" it is not possible to set a default reporter for the tickets raised from an unknown email address.
      One use case is to notify the default reporter that a new ticket from an unknown address has been created so the default reporter can reassign it to a registered user if the customer has sent the message from an unregistered address or to forward the ticket that were sent to the service desk by mistake to the right department.

      Suggested Solution

      Add an option when activating "Anyone can create a customer request via email" : When creating a ticket from an unknown address, user can choose whether to create the ticket with a default reporter or with a new user.

          Form Name

            [JSDSERVER-3804] Ability to set 'Default Reporter' instead of creating new users in email channel

            Schups added a comment - - edited

            Do you have an idea if there is a plugin the allows this already?

            Schups added a comment - - edited Do you have an idea if there is a plugin the allows this already?

            SiriusXM Atlassian Administrator added a comment -

            +1 on this feature request as well. We plan to use JSD strictly for internal help desk. We want to enable email for our help desk JSD project specifically for instances where our users are unable to access Jira (due to VPN issues, user account expiry, etc) - in such cases, the user will create a JSD issue from their personal email account. We don't want JSD to automatically create a Jira user account for their personal email as it will expose that user account to the list of Reporter options. 

            JEMH is our only workaround here as it allows anonymous ticket creation (without creating a user account) by using a default reporter.  

            SiriusXM Atlassian Administrator added a comment - +1 on this feature request as well. We plan to use JSD strictly for internal help desk. We want to enable email for our help desk JSD project specifically for instances where our users are unable to access Jira (due to VPN issues, user account expiry, etc) - in such cases, the user will create a JSD issue from their personal email account. We don't want JSD to automatically create a Jira user account for their personal email as it will expose that user account to the list of Reporter options.  JEMH is our only workaround here as it allows anonymous ticket creation (without creating a user account) by using a default reporter.  

            Jason Nickels added a comment -

            This issue is especially painful when using service desk for internal orgs that force SAML.  If a user emails using an alias, they will not be able to access their tickets via the portal because they would be logged in as a different user.

            Jason Nickels added a comment - This issue is especially painful when using service desk for internal orgs that force SAML.  If a user emails using an alias, they will not be able to access their tickets via the portal because they would be logged in as a different user.

              Unassigned Unassigned
              cmao Chen Mao (Inactive)
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                Created:
                Updated: