Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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 name displayed in email

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.

1 answer

1 accepted

1 vote
Answer accepted

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).

Screen Shot 2021-04-23 at 16.08.34.png

Screen Shot 2021-04-23 at 16.09.09.png

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

Kind regards,

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!

Like Angélica Luz likes this

Suggest an answer

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

ThinkTilt is joining the Atlassian Family!

This morning, Atlassian announced the acquisition of ThinkTilt , the maker of ProForma, a no-code/low code form builder with 700+ customers worldwide. ThinkTilt helps IT empower any team in their or...

850 views 30 33
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