Service desk response email address doesn't match

[Martin Wallace]

We have been using JIRA for a while for our internal development tracking and have it all set up nicely.  The server was set up to send notifications to staff when statuses change etc using an email address like: atlas@company.com

All was good!

We have now set up a service desk project to manage customer support - and successfully configured the project to receive emails from support@company.com.  However, when the service desk project sends notifications back to the client it is sending them as atlas@company.com when we would prefer them to be sent as support@company.com.

I've hunted all the settings and can't find a way to change this.  Is it possible?

[Tim Eddelbüttel · Accepted solution]

Hello Martin,

if you want the sender address different from the JIRA default outgoing mail address, than set the address in the project configuration:

Configuring email notifications

Regards,
Tim 

[PHC Admin]

Once again the info on the page suggested doesn't match what is in a service project settings page. I think Atlassian makes changes to the products but leaves outdated info on these community pages.

[Peder Wollinger]

I'm currently facing the same issue (I'm using Jira Service Desk Server version). I contacted Atlassian support to find out why, and their conclusion was that it's currently not possible to have Jira Service Desk project sending email from a serarate mail. They helped me write a suggestion to add this functionality: https://jira.atlassian.com/browse/JSDSERVER-6954

[Martin Wallace]

Thanks Tim,

That looks like what I was looking for.  However, when I change the email address there then no email for this project appears to leave the queue and eventually goes to the error queue.

I suspect this is more a problem in my exchange configuration meaning it will not send the email when the from address is not matching the email address of the SMTP account.