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Is there a way to remove the agents name from the customer notifications? Edited

Jenifer Kuntz Apr 24, 2017

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.


3 answers

1 accepted

1 vote
Answer accepted
Ann Worley Atlassian Team Apr 25, 2017

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:

User JIRA's 'Email From' format in Notifications

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."

Jenifer Kuntz Apr 25, 2017

Thanks Ann! I voted. 


1 vote
Vladimir Horev [Raley] Jan 10, 2018 • edited Apr 09, 2019

Hi @Jenifer Kuntz

You can use our add-on Raley Email notifications to send emails without the agent name in from field. It will be sent using Jira default SMTP server and use settings of the account configured.



0 votes
Christoph Schmitz Jan 28, 2019

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

Caigos Atlassian Admin Jun 07, 2019 • edited

The customer notifications ignore this setting. That's the problem here.


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