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Different FROM in some kind of mail

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


1 answer

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Brant Schroeder Community Leader May 23, 2022

@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?

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 Community Leader May 24, 2022

@Dmitry Are you using gmail as your outgoing mail server?  If so it sounds like this is your issue

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}

Brant Schroeder Community Leader May 25, 2022

@Dmitry If you create a request in Jira using the create button in the Jira header it will use the Jira email handler.  


Any issue created in the portal uses the JSM email handler.  In JSM all issues should be created in the portal.  If you are creating an issue on behalf of a customer you need to use raise a request on behalf of functionality.   This will eliminate your email issue.

Like Dmitry likes this

Hi Brant

Ok - about place of action "create request" i understand and if agent need create request by customer call - it's working.

But how i can get all transitions emails from PortalName if some actions agents making in JSM and this actions unavaibles on portal?
Example: agent make action "Get to work" or "Resolve" in JSM

All actions in JSM has FROM = JSM in customers email with portal templates. And customer see in inbox part of messages from portal name (if it's is action made customer or creating request by agent on portal) and part messages from JSM (if it's action made agent in JSM).

Right way - if all messages for customer by portal templates must has portal name in FROM field. Always.
Code of Jira "send message" from JSM to customer - uses portal template. Why don't use in this case portal name also?


PS: Yes - i can show agents action on portal and hide from customer by role. But transition forms in JSM is not visible on portal, how change custom fields, resolution, worklog? It is not variant

Brant Schroeder Community Leader May 26, 2022

@Dmitry I am having a hard time following what is occurring here.  Are you saying that on all transitions you are getting a different email address in the FROM?   How are the emails being sent? Customer notification or some other way?

>> Are you saying that on all transitions you are getting a different email address in the FROM?
If make transition or comment on portal - then FROM = poral name
If same request make transition or comment in JSM - then FROM = Jira name in mail for customer by customer event in portal settings
Simple scenatio - customer made request on portal, and JSM user answer or resolve it in JSM - right?
>> How are the emails being sent?
I don't know "how" - native portal mechanic with portal customer events
>> Customer notification or some other way?
Yes, customer event - with setting on portal, not in transition

My appologies - may be my english wrong.

From start.

System param "Mail from" which by default equals "Jira ${fullName}" - I set constant AAAAA

All action in Jira (not customer portal - it's JSM right?) generate mail by system Events (list of events in system properties) with templates in folder /opt/atlassian/jira/atlassian-jira/WEB-INF/classes/templates/email
And in this case always mail field "from" equals AAAAA - it's correctly, working as Jira Software or Jira Core

Now i create ServiceDesk project with name BBBBB
ServiceDesk project has self customer events and templates not in folder - directly web interface. They has not setting for choice when they must start - only who will recieve messages and subject+body.

If customer creates request on portal or JSM user create request on portal as "requestor = customer" - customer get message from BBBBB, all right
If customer make some other action on portal (comment, customers transition) - customer get message from BBBBB, all right
But if JSM user make comment this request in JSM or make transition in JSM - customer get mail from AAAAA
It's wrong
No matter who and where make action - if working customer event for generate customer mail - every time must be mail from BBBBB
All messages for customer with customer portal templates - must have from portal, not Jira

If i set system Jira param "Mail from" = "Jira ${fullName}" then for all messages as from Jira actions as from customer action on portal JSM user will recieve message from "Jira Customer or user name"
Because mail for JSM user generates JSM by templates JSM and always from system Jira name

Why mail for customer has different FROM for different place of action?
I want have static FROM equals project name in mail for customer always and in any situation if it generates by customer events by customer templates for customers as by actions customer self as by actions JSM users

Can you help me?

I don't understand - no body no see it mistake of code...

@Brant Schroeder Any idea ?

Or it is not bug?

Brant Schroeder Community Leader Jun 16, 2022

This is not a bug it has something to do with the way you have your project configured.  What email address do you have associated with your project notification scheme?  Have you tried changing it to match your service desk?

Like Dmitry likes this

@Brant SchroederOh - that's the idea

Notification scheme set to JSM mail, not portal

It's a perfect idea

I tried to check and catch error: 

Recipient address rejected: Sender is not same as SMTP authenticate username

Now i wait my administrator for resolve it and will try again

Brant Schroeder Community Leader Jun 17, 2022

What I was referencing was changing the project senders email address

Uff. We did it

Removed restiction of chanhing senders address from postserver - it's working: address do you have associated with your project notification scheme

@Brant Schroeder thank you

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