Prefix (JIRA) not applying in e-mail for users

[IT TAD]

Dear,

we have created our first project for keeping track of HelpDesk tickets in our organization.

While the e-mail reporting is working fine, $username (JIRA) parameter doesn't seem to be in effect, as customers that report issues, only get the $username in the email header when the status changes, while the service desk agents gets the full $username (JIRA) from the reporter in their Outlook.

All users are AD synced users.

We have set the reply address to be different than the authorized domain, to exclude an Exchange server interference (e.g no-reply@jira-company.com), but the problem remains.

Could you please check if we can assure that all emails going out from the servers are prefixed with (JIRA) along with the username?

Modifiying Email From in the Settings menu, doesn't change the behavior.

Thank you

[IT TAD]

Service desk agent gets the ticket with the username of the reporter prefixed with (JIRA)

[IT TAD]

When the ticket is delegated to the appropriate agent, user gets notified, but without the prefix