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Sent email with wrong mailbox name

Bernardo Joaquín Diaz

Hello,

I'm having trouble on sending emails to our customers. When they receive the email, it is sent from our default mail, but the name of the mailbox is the name of the user who worked on the issue.

Is there a way to set a global name for this behaviour?

Best regards,

Bernardo

Accepted answers

Martin Ma

Hi Bernardo,

Thanks so much for your question.

Assuming you are referring to request notification emails, on the latest version of JSD Server, their sender name is actually name of the JSD project (i.e. NOT name of the agent who processed the requests).

Does this answer your question? If I misunderstood it, could you please further clarify your use case? And please specify the version of JSD Server you are using where this symptom is observed.

Thank you,

Martin
Jira Service Desk

ps. if this answer is correct, please select the ‘accept answer’ button

All comments

Martin Ma

Hi Bernardo,

Thanks so much for your question.

Does this answer your question? If I misunderstood it, could you please further clarify your use case? And please specify the version of JSD Server you are using where this symptom is observed.

Thank you,

Martin
Jira Service Desk

ps. if this answer is correct, please select the ‘accept answer’ button

Bernardo Joaquín Diaz

Hello Martin,

As an example, we have the FROM as jira@company.com but the name of this mail from is the user's name:

USER NAME (Jira Company) <jira@company.com>
ANOTHER USER NAME (Jira Company) <jira@company.com>

If a user comments or transitionates an issue, that user's name will happen to apper on the from.

Our versions are JSD 4.7.0 and Jira Software 8.7.0

Best regards,

Bernardo

Martin Ma

Hi Bernardo,

Thank you for the prompt reply with clarifications. Now I understand the issue and am able to reproduce it locally. It indeed shows JSD (agent) user's name as the email sender name for all emails sent after the initial `Just confirming that we got your request. We're on it.` email.

And, it turns out to be an existing behavior and there has been a long-lasting 'Suggestion' ticket here https://jira.atlassian.com/browse/JSDSERVER-702. You can watch it, vote on it, and share further details about your requirements in this ticket. You can also read more about how we prioritise what to implement here.

Thank you,

Martin
Jira Service Desk

ps. if this answer is correct, please select the ‘accept answer’ button

Bernardo Joaquín Diaz

Hi Martin,

That's unfortunate. Thank you for your help, I voted the ticket and set to watch it.

Best regards,

Bernardo

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