I've been looking at using the Automation for JIRA plugin but have noticed that everything that gets sent out (if using to send emails) will be done as "Automation for JIRA" instead of the agent kicking off the manual trigger.
This doesn't look very clean from a customer view so would like to know if we can change it so the agent's name gets used instead.
Is this a possibility?
It depends a bit on if you are in Cloud or Server.
In Cloud we currently only allow changing the 'Reply-to' address. There's issues with SPAM filters to make it difficult to change the from address in cloud right now (we do have an issue open right now to allow changing of the from name at least - https://codebarrel.atlassian.net/browse/AUT-281).
In server you can set the from name already and you can use smart-values!
So in server you can simply edit the 'From' field and use this as its value:
'initiator' is the user that triggered the event so in your example, the agent that ran the manual trigger.
Is there a way to change that from email? I know it's mentioned in a couple of threads, that it's not, but what if you want to forward an email from one instance to a different instance?
i.e I work in a company called Pineapples, their url is pineapples.atlassian.net
There is a separate company that does work for us, i.e Pro Peelers, and their url is: propeelers.atlassian.net.
If I use this out of the box "email@example.com", it would mean that Pro Peelers, would need to grant firstname.lastname@example.org access to log tickets on their instance.
This wouldn't be great, as then every instance in the world can log tickets with them, through this automation.
Unless there is a better way of handling this?
Fica desnecessário o automation for jira para esta configuração, pois se podemos enviar notificação para o cliente o correto seria ele responder através do email para alimentar o ticket automaticamente e assim existir interação..
Quem sabe com a saida do server, a Atlassian olha mais para o cloud.. assim esperamos todos
The status quo is really bad for the UX. In our case, we reply basically:
thank you. Please submit more information by just replying to this message
obviously, the user think we have a bug her, as they see the "noreply".
Community: Which workarround do you use for now?
Please clarify how to enter this in the 'From Name' field.
I have entered "Some user entered FROM name" <email@example.com> with my companies email address as a replacement. I get an error 'Error sending email:Extra route-addr'
I feel like the above is the incorrect format and i havnt understood this correctly?
Is there a way to hide the firstname.lastname@example.org by configuring the 'From field?
@John McKiernan since this plugin is now native to Jira, why doesn't it use the default instance email address? For example, all notification emails from our Jira instance come from "email@example.com". The fact that the automation emails use a different address result in many of them getting caught by our corporate spam filter and never being delivered. I'm working with IT, but it took several months to get this fixed with the original Jira address, so in the meantime we cannot use this automation action for anything that is important.
Hey @Esther Strom ,
Thanks for your question and a good one too since we are now part of Atlassian.
I raised it with the team and it is certainly something doable though not as straightforward as I'd hope. I have added all of the comments and needs to this ticket:
Hopefully we can tick it off soon as I know this can be more than an annoyance.
Hey @Jovan Kovačević ,
Unfortunately I can't give an estimate. There are quite a few priority issues being worked on at the moment and I don't want to make a promise that we can't follow through on.
I can certainly understand the urgency and need for this. As soon as the status for that bug changes, we will update this post to let you know.
Hope that helps, even if it isn't quite the answer you are looking for!
Looking forward to see this implemented soon.. Also, if we can allow the same notification template (HTML/CSS) designed for the project is carried over to Automation emails, would be great. It would avoid creating separate HTML content in Automation notifications/emails.
Any update here @John McKiernan since one year is gone now? This is really a need, not a nice to have. It's confusing when you read in a mail it comes from "noreply.." but you CAN replay. It's really confusing. Even a workaround would be just to use firstname.lastname@example.org or so on. But "noreply" is not a neutral term. THIS is the main problem here...
Hey @Hannes ,
I can completely understand. Unfortunately I don't have any update on this yet. While you can change the 'name' the email comes from and even run the automation rule as another user, you can't yet change the default email address. I know this is frustrating but I will update as soon as it is fixed.
Any update on this? We have been using Jira Automation for sending emails from Service Desk to customers where we need to set the ReplyTo customer email address (some customer emails are forwarded from another web application that has it's own email address - Jira Service Desk sets this as the ReplyTo address), however recently gmail spam filter is now filtering all emails from Jira automation that uses the default "email@example.com". We have set up DMARC for our custom atlassian email address and these emails are delivered fine.
We are not able to use Jira Automation to send mail until this is resolved.
It's an annoying limitation with JIRA Service Desk, where if you have a Service Desk customer account, you can't view issues in a software project (even if those issues are public). You can view the issue when you log out.
We'll also notify this community post when we release a fix.
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