Wrong sender name in mail notification when a user comment an issue and the status change

In English: In my company we have installed Sevice Desk Jira , my problem ocurrs when an Active Directory user comment one issue created through the customer portal , the mail notification has the name of another DA user. When the service desk agent comment the issue, the user name in the mail notification send by the service desk agent is correct (Service Desk Agent User)

In Spanish: En mi empresa tenemos instalado JIRA Service Desk, el problema ocurre en la persona que figura en el correo de notificación cuando un usuario comenta un caso que ha creado previamente a través del portal del cliente. Sin embargo, cuando el usuario crea el caso a través del portal, el nombre que aparece en el mail de notificación es correcto (Z***ta Co**al, M***Paz), incluso cuando ese mismo caso lo comenta el service desk agent y cuambia el estado del caso, pero el problema llega cuando el usuario comenta su caso para responder al service desk agent, es ahí cuando el caso vienen a nombre de otro usuario del DA (Sa***ez Al***ar, Jul**n)


Screenshots of the mails notificacion on the next urls.

Adjunto capturas explicando aún más mi problema.


User Create an Issue Mail Notification


Service Desk Agent comment an issue Mail Notification


User comment an issue Mail Notificaiton (Wron user name)


Gracias de antemano.

Best Regards




2 answers

1 accepted

0 votes
Answer accepted
Paulo Hennig Atlassian Team Sep 24, 2015

Hello Andrés,
Thanks for the clarification with the screenshots!

Could you kindly check if you don't have any post-function set in your workflow and also check the automation rules to ensure that everything is working as expected? 

It Works! We have configurated an automation rule set as "Run as project default ", when change to "Run as the user who triggered the rule" the name in the mail notificacion change as the correct.


Thank You Very Much!

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 13, 2019 in Jira Service Desk

What's new in Jira Service Desk Server: Introducing 4.0 & more - Feb 2019

Hello Atlassian Community!  I'm Teresa, the Product Marketing Manager   for Jira Service Desk Server at Atlassian. I'm excited to announce two exciting releases for Jira Service De...

402 views 1 1
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you