recipients name shows email address in customer notifications

Vishal_Tandel

Hello everyone

I am a newbie to Jira Cloud and I am having some trouble with the Customer Notifications. 

Recipients name ${recipient.name} shows as an email address. 

While the 'Requests' do have the name field as a default field, and even if I enter a name in the field and submit the request, it shows my email address as ${recipient.name} in the email that I receive. 

There could be some issues mapping the fields or with some configuration that I am probably unaware of. 

Can someone please help me out with this? Its something basic and I am not able to get it right.

//

For eg: I fill in the below details to the request

Name: Vishal

Number: 123123123

Email: myemail@gmail.com

Summary: xyz

 

---

And the email that I receive is below:

 

Hi myemail@gmail.com

Thanks for writing in!

Your request (Ticket ID - ENQ20-5) has been received.

One of our associates will be reviewing your request and will send you a personal response (usually within 4 hours)

Sincerely,
Team XYZ

Angélica Luz

Hello Vishal,

Welcome to Atlassian Community!

When adding the ${recipient.name} on the customer notification, it will get the customer's full name, so if they didn't change their full name on the first login or didn't change their public name on the Atlassian account.

If it's a customer account only, please go to the customer portal and on the profile picture, click on "Profile" to change the full name:

If the field is blocked on the customer portal, it means that it's an Atlassian account and to change the full name it's necessary to go to https://id.atlassian.com/manage-profile/profile-and-visibility.

Please, give it a try and let us know how it goes.

Regards,
Angélica