It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

1,389 views 5 14
Join discussion

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you