We have removed any reference to the agent's name from the email template but when the notification goes out the agent's name is populated in the From field on the email. We would like to make this a generic name of the team rather than a specific user. Is this possible?
We are in the cloud version.
Hi Jenifer! I am afraid you are running into a known limitation of JSD - we have a suggestion ticket open to add the ability to just use what ever "from" address JIRA is using:
If you have time, please vote on the suggestion.
You may want to test out this add-on, Email This Issue; the Marketplace listing claims:
"Email subject, body, from address and comments may include system or custom fields."
If it's still actual you can hide the agent name when you go to -> Jira settings -> General settings -> Edit -> Remove $fullname (Jira) in the From: field section. Or type in another name like Jira Service Desk System
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