Wrong name displayed in email

[Tetiana]

We are using JSD for communicating with customers. We noticed that people who are working on a particular Jira issue type, get a bug. Where the sender sometimes sees the name in the email of the colleague who doesn't even work with us any more. 

For example:

2 colleagues X & Z are working in one team with the same issue type and are sending emails to customers. However, the receiver while replying to the email from the colleague X addresses them as Z as if this is the name they get displayed.

We unfortunately, have very limited resource in terms of checking what exactly is displayed and settings on the side of the receiver as it is a governmental institution not very keen to resolve tech issues. However, we are willing to check everything possible on our end.

[Angélica Luz · Accepted solution]

Hello @Tetiana,

Thank you for reaching out to Atlassian Community!

When a customer creates a ticket in Service Management via portal or email, the first notification contains the name of the project.

The other notifications will show the email address of the project, but it will show the name of the agent that added the comment, for example. 

What might be happening, in this case, is that an automation rule is running on behalf of the other agent. 

When a Service Management project is created, some automation rules are created by default to automatically change the status of the issue when an agent or customer adds a comment. 

Please, go to Project settings > Automation > Legacy automation.

On this page, you can check the general configuration where it’s necessary to select a user, and also, on each automation there is a setting where you can select to run as the project default or select the “User who triggered the rule” (which I would recommend you to select, so when the agent adds a comment, the automation will run on their behalf).

Please, take your time to test and let us know how it goes.

Kind regards,
Angélica

[Tetiana]

Hi @Angélica Luz , thank you so much for the detailed description. It really helped me to check our settings that are not at fault in this case.

It seems that the receiving side saved our email in a particular way, and therefore it is displayed wrong sometimes.

Have a nice day!