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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!

Accepted answers

All comments

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_5asmi1

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_5asmi1

@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.

John Parker_5asmi1

@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_5asmi1

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)

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