Jira Service Desk Cloud use project portal name as email from: name in automated notifications

[Rasmus Emil Andersson]

Hello all,

We are currently running our Jira Service Desk trial in the cloud.

Everything was so clean and smooth, and we were very happy, right up until the system sends out the first automated email notification!

We were in a state of disbelief when we realised that Atlassian had taken a conscious decision about how the automated notification emails generate the from: name (Read: NOT the from: address) which use the project PORTAL name.... That is so random, it hurts.

Jira sends out email notifications with the agents full name, whenever the notification is triggered by the agent - and that is all good and fine!

But how can anyone be OK by sending automated emails to their customers where the from: name is NOT their company name - but instead, is some project portal name.... that makes sense on the portal, but not as the from name in an email, comon Atlassian?!

It would be so easy for Atlassian to let us customize the from: name by adding another form to the project notifications settings (where you setup your custom from address)

Both classic and next-gen projects suffer from this.

If anybody know about an existing Atlassian issue on this ridiculousness, or if there is ANY kind of workaround, we would be grateful! (Please do not suggest renaming all our project portals to something like "Our Company Name - Service Desk") :)

Many thanks in advance!

[John Parker]

@Rasmus Emil Andersson - I assume that you are not using a next-gen project to send emails with your own domain then?  I'm asking because after I went through all the steps and it failed to work, I was told by support that that was not supported in next-gen.

[Rasmus Emil Andersson]

Atlassian has not implemented the "Notification settings" in the next-gen projects for some reason, so the option is clearly still there, just not visible.

What goes through their minds when making these decisions is beyond me. :)

[Rasmus Emil Andersson]

The next-gen projects are essential just a facelift of the GUI, the project "engine" are all the same.

[John Parker]

If that is the case, why can you do things in classic that you can't do in next-gen? (external email domains being one of them)

[Rasmus Emil Andersson]

Because the link in the sidebar "Notifications" (where you setup the external domain)  is missing all together in the next-gen project, while they work on a more simplistic design and workflow, they rather want to leave out functionality.... Im guessing.

[Jack Brickey]

Indeed you cannot change the Outbound email in Cloud.

You might have a look at JEMH addon or consider Server.

WAIT!!!!

maybe you can. It suddenly occurred to me that I had seen this article shared while answering a previous question- configuring-jira-cloud-to-send-emails-on-behalf-of-your-domain 

I have not attempted this but am interested in the results. I don't have time at the moment to dive in but if you get a chance and are successful please comment back. I recall in a previous thread the other poster was having an issue with this.

[Rasmus Emil Andersson]

Thanks for replying, but you are wrong: You can change the outbound email, but that is not the issue.

We have already - like I mentioned, changed the email address to our own from the notification settings. But Jira use the project portal name as from: name with it, which looks ridiculous 

We miss the option to customize the from: name - As you can kind of can, by changing the portal name, which you don't want, big no go.

Any other suggestions?

Edit after I saw your edit: Yeah, that is how we use our own domain, by verifying our domain and therefore allow Jira to send on behalf of, it works perfectly btw :)

[John Parker]

Which is indeed, ridiculous, and one of the major drawbacks that keep me from whole-heartedly recommending JSD to my peers.

I don't think that there is anyone in the IT world still saying "cloud is the future" rather than "cloud is now", and yet Atlassian chooses to neuter its cloud product.

[John Parker]

@Jack Brickey It should be noted that the link that you provided does not work for next-gen cloud projects.  I have already gone through support on that.

[Jack Brickey]

thanks for sharing your experience, good info for sure!

I haven't played with this at all as it hasn't been a concern for me TBH and I certainly don't feel neutered (OUCH!) but I get the desire to be able to fully customize the from. I'm going to create me a todo to play with this when I get some free time...Cheers!

[Rasmus Emil Andersson]

Well tbh, we have used the server version of both confluence, Jira software and service desk for years now. And it is clear to us, that they sooner or later is going to abandon those projects to go full retard on Cloud.

That said, I really really enjoy the Cloud versions, it's the weirdest, smallest and simplest things like this mail: from thing, that gives it such a bad reputation.

I mean, a from: name.... that should take like 5 minutes to implement a form where you can type in whatever you like as from: name when the project needs to send notifications.

[John Parker]

I agree - We love the cloud version of Service Desk and thus made the decision to accept its flaws and make the purchase after our trial was up.  It is just completely bafling though why they choose to remove functionality in what they are calling a "next generation" project.  I have been told in several cases now that we "can't do that in a next-gen project."  Thus my "neutered" comment.  They really should have called it a "light project."

[Rasmus Emil Andersson]

I think their goal with the next-gen projects is to simplify it, so more people can figure out how it works - and by doing that, I think they implement the features over a period of time, once they are confident that their page / functionality designs is good enough for production.