On premises jira software 6.0 SMTP configuration issue

[Ashish]

Hello Team, 

I have on premises  jira software v6.0 where I have configured SMTP of AWS SES. 

We required recipient should have notify with 'From' address with sender name (as Jira user's FirstName) but it is not happaning  and it's showing from address same as configured in SMTP outgoing mail. 

Also we have kept value in General Configuration > Settings > Email from : {${fullname} (JIRA)

We generated technical case over AWS but they are saying I need to contact to third party. 

I am really appreciate your effort in advance.

Thanks, 
Ashish

[Darryl Lee]

Hi @Ashish --

First off - On Prem Jira Software 6.0? Really? Wow, that is... quite old.

Nonetheless, I think what you want to put in this setting:

General Configuration > Settings > Email from

is something like this:

${fullname} <${email}> (JIRA)

It's important to keep in mind that this will only affect the From: header in emails, and the Reply-To: will still be what is set in your Outgoing mail settings, per this info:

• Configuring Email Notifications 
• Configuring JIRA's SMTP Mail Server to Send Notifications 

ALSO... you really might want to consider upgrading to at least Jira Software 6.4. :-/

[Ashish]

I tried with your suggested configuration and tested with 'Send Email' from 'Outgoing Email' but still having same issue that not coming user's first name, but appears at recipient side same as SMTP configured. 

FYI : My customer is saying it was working before and it's not working after I have changed SMTP configuration. Let me know will that cause anything. 

[Darryl Lee]

So to be clear, is the problem with a last name showing up? Or is it that the customer is seeing an address they are not expecting?

From what you typed and from what I know about Jira, I think you're saying that notifications used to look like:

From: Ashish (JIRA) <jira@yourserver.com>

And now it is showing

From: Ashish Lastname (JIRA) <jira@yourserver.com>

So the problem is the Lastname showing up after you changed SMTP?

Or is it somehow missing the full name and (JIRA) bit?

From: jira@yourserver.com

If you can provide actual examples of what you expect to see, and what you are actually seeing, it will be hopefully be easier to diagnose.

If the issue is trying to get rid of the Last Name, I'm looking the configuration for that field (but in a current version of Jira), and I am not seeing a ${firstname} variable you can use:

I guess you could try it and see if ${firstname} works.

[Ashish]

Below is configuration made in General Configuration. 

[Ashish]

Below is SMTP configuration of AWS. 

[Ashish]

Now below is email send email from sample email sending. 

[Ashish]

Below email is inbox.

So I am expecting that in 'Inbox', it should have 'Ashish <apate***.com>' as Jira username, it should not be 'Do_not_Reply****.com'. 

Will this help you?

Thanks,

Ashish

[Darryl Lee]

Thanks! Screenshots are very helpful!

Ok, so:

First off: The "Send Test Email" function does not change the From address, so it is not a good way to test your settings.

The From rewriting only happens with real notifications, so you will need to test with some fake issues or something.

Secondly: As I mentioned, the From address is always going to be <DO_NOT_REPLY@...> by default because this is how Jira is designed to work.

Ideally you would set up a POP or IMAP mailbox (in Outlook) for JIRA@yourcompany.com, and set that as the "From address".

If you set up the mail handlers correctly, replies to that address will automatically be added as comments to the appropriate issue:

 Tip: You can configure JIRA's mail servers so that recipients of email notifications can simply reply to these messages and have the body of their replies added as comments to the relevant issue. To do this, simply set the From address in JIRA's SMTP mail server to match that of the POP or IMAP mail server's account being monitored. In most cases, this means having JIRA's SMTP and POP or IMAP mail servers use the same mail account. Details on how to configure JIRA to handle these emailed replies is mentioned below.

https://confluence.atlassian.com/jira060/creating-issues-and-comments-from-email-370705828.html

If you actually have old Jira notifications that show the real email address of the user (<apate***.com>), I'd like to see a screenshot.

Because to do this would have required changes to email templates and should not be affected by changes to your SMTP configuration:

• Customising Email Content 

Modifying these templates can be tricky and is not supported by Atlassian. Additionally, this is not a recommended configuration, because if people start emailing users directly about tickets, none of that discussion is captured as part of the Jira ticket.

[Ashish]

Purpose is only show display name like this 'Ashish <do_not_reply@bs***.com> is also fine. 

Will this is possible? 

[Darryl Lee]

Hi @Ashish - so yeah, you'll have to test and see if the ${firstname} variable is actually valid, and if not, go back to using ${fullname}. If you don't want "(JIRA)" you should just be able to omit that.

But then yes, it should work. You just need to create a fake ticket and add somebody as a Watcher, and then add a comment or otherwise update the ticket and see if the notification has the From: address you are expecting.

Let us know!