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Replace Email name in client list

Magencio Masso

I receive emails like «James Dean» Accouting@company.com

I need to change the name from «James Dean» to «Marilyn Monroe» since my correspondant has changedbut the company is the same.
How do I procede?

When I reply to new emails, client receives «James Dean» when it should be «Marilyn Monroe»

Thank you

Accepted answers

Jack Brickey

The name is driven by the user that triggered the event. Is James triggering the event or Marilyn? If Marilyn then it may be that you have a legacy automation rule being triggered and that rule is set to run as James.

All comments

Jack Brickey

Magencio Masso

What happens is that the client requesting support is a different person but the email is the same. When I send an email it keeps the first name linked to the email. So, even a different person using the same email receives the original name linked to the company email I receive. And until now I dont know how to change the name of the person that will receive the email.

Some clients told me they receive the email with the name of the previous person not employed anymore showing.

You mention automation, but I dont know where to look.

Thanks

Jack Brickey

Sorry, I was thinking that the email you were referring to was a notification email coming from Jira but I see I was mistaken. It appears that you were talking about an email request coming from a customer. Moreover it appears that the customer has changed but you’re using the same customer account maybe? I may be getting lost here so pardon me if I’m mistaken. With that said if you are dealing with emails coming from customers into your project then each customer should be independently defined. You should add Marilyn Monroe as a customer in the same organization as James Dean. Am I off track here? Now another thought occurs to me. If you mean to say that you want to change the reporter of an issue and you certainly can do that in the reporter field, I.e. change James to Marilyn.

Magencio Masso

The name linked to the email is James, how do I change that. all I tried doesnt work. The new name is not recognised by Jira since James is the name linked to the email.

Can you give me the steps to replace James for Marilyn for that company email?

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