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Different FROM in some kind of mail

Dmitry_gb76b1

Hi all

I have bug with field FROM in mail from portal to customers

Mail about registration new request has FROM = Portal project name
And about reopen request - also

But mail about change status or new comment - has FROM = global setting FROM

Example my project has name is "Software A", global setting FROM is "MyCompany support" - and first mail about regitration customer get from "Software A" but next mail about change status or comment from "MyCompany support".
Field ReplyTo always has portal mail address - it's correct

I have JSD 4.20.7 - because new version has not settings for custom mail server in ServiceDesk settings, only Google/Microsoft/Yahoo

Accepted answers

Brant Schroeder

@Dmitry Are these emails going to individuals that have Jira accounts on your instance or are they going only to an account that is only a customer?

All comments

Brant Schroeder

@Dmitry Are these emails going to individuals that have Jira accounts on your instance or are they going only to an account that is only a customer?

Dmitry_gb76b1

Hi Brant

All emails checked in one customers address without any Jira license

I know what all emails for Jira users with Jira Service Management license send JiraCore with FROM field from system preference, not portal

On screenshot 2 emails in customer mailbox
Bottom is first about registration new request
Second is upper - about Agent ServiceDesk change visibility status of request

You see different in FROM field

All emails has format as configured on portal settings

Brant Schroeder

@Dmitry Are you using gmail as your outgoing mail server? If so it sounds like this is your issue https://confluence.atlassian.com/jirakb/outgoing-email-address-instead-of-project-email-address-appears-695239869.html

Dmitry_gb76b1

Hi Brant

My mail server, no Google.

UPD: I checked so now
1. Created request as customer from portal
Customer got portal email about regisration request with FROM = portal project name.
2. Created request in Jira as Admin with choice customer as requestor.
Customer got same portal email about regisration request with Jira global name.

It's means reason is not in my custom event on transition and not in mail server, reason is in places of changing request. If changing on portal - then email has portal name, else - Jira name.
It's very bad - because agents working in Jira not portal and all them emails will has Jira name not project name.

It's bug of version JSD 4.20.7 or in newest version still have this?

PS: My Jira global name is constant, not ${fullname}

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