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Remove the permission “Modify reporter” for your agents in Jira Service Management. This will disallow raising issues on behalf of customers.
Change the default template for the “Reporter” field from <SENDER> to <USER>. This will auto-fill the current user of the Outlook add-in to be used as reporter by default.
Use the issue type instead of the request type to create new issues.
Manually remove the value for the “On behalf of” field when creating an issue.
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