Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

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

Replace Email name in client list Edited

I receive emails like  «James Dean» 

I need to change the name from «James Dean» to «Marilyn Monroe» since my correspondant has changedbut the company is the same.
How do I procede?

When I reply to new emails, client receives «James Dean» when it should be «Marilyn Monroe»

Thank you

1 answer

1 accepted

0 votes
Answer accepted
Jack Community Leader Jun 30, 2021

The name is driven by the user that triggered the event. Is James triggering the event or Marilyn? If Marilyn then it may be that you have a legacy automation rule being triggered and that rule is set to run as James.

What happens is that the client requesting support is a different person but the email is the same. When I send an email it keeps the first name linked to the email. So, even a different person using the same email receives the original name linked to the company email I receive. And until now I dont know how to change the name of the person that will  receive the email. 

Some clients told me they receive the email with the name of the previous person not employed anymore showing.

You mention automation, but I dont know where to look.


Jack Community Leader Jun 30, 2021

Sorry, I was thinking that the email you were referring to was a notification email coming from Jira but I see I was mistaken. It appears that you were talking about an email request coming from a customer. Moreover it appears that the customer has changed but you’re using the same customer account maybe? I may be getting lost here so pardon me if I’m mistaken. With that said if you are dealing with emails coming from customers into your project then each customer should be independently defined. You should add Marilyn Monroe as a customer in the same organization as James Dean. Am I off track here? Now another thought occurs to me. If you mean to say that you want to change the reporter of an issue and you certainly can do that in the reporter field, I.e. change James to Marilyn.

The name linked to the email is James, how do I change that. all I tried doesnt work. The new name is not recognised by Jira since James is the name linked to the email. 

Can you give me the steps to replace James for Marilyn for that company email? 

Jack Community Leader Jun 30, 2021

The email is coming from outside of Jira. That can’t be changed from within Jira. I’m sorry I’m really missing something here. My point is if I send an email to my JSM project from my Gmail account then it’s gonna be Jack@Gmail it’s not gonna be Marilyn@Gmail and there is nothing I can do inside JSM to change that. I would have to change my name or email address to Marilyn@Gmail.

I apologize if my explanations are not good. 

The email is, the person who sent the email is James. In JIRA's client list the name appears like  James Dean (
I need to change to Marilyn Monroe ( since she is the new person in the accounting department of that company.

The email is always the same. Only the employee as changed.

Jack Community Leader Jul 01, 2021

Ok. If this user is a customer and not a Jira account then you can edit the name. To do this, click on the cog icon in the upper right hand corner. Select user management then Jira service management in the sidebar. Find the users name (James Dean) and click on edit full name. If however this user has an Atlassian account then they will need to edit themselves by going to a 

Hi, it worked and thank you. I had to ask the administrator rights to access the customer list for modification.

I find this strange that we need the administrator right to change details on the customer email when that information is available first to the employe who answer the customer.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Atlympic Event: Jira Service Managemnt

Hello Community!  Quick disclaimer: We are running a contest on Community (The Atlympics!) from July 23rd - August 8th of 2021. If you are interested in participating in this contest (prizes! ...

215 views 1 4
Read article

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