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  1. Jira Service Management Data Center
  2. JSDSERVER-4845

Email From setting doesnt work with customer notifications

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Details

    • Suggestion
    • Resolution: Tracked Elsewhere
    • None
    • Email - Outgoing
    • None
    • 3
    • 1
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

    Description

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Atlassian Update – 24 March 2021

      Hi everyone,

      Thank you for your interest in this issue.

      After investigating this request further, we believe it has been incorrectly categorised as a feature suggestion rather than a bug. Jira Service Management notifications are currently not respecting the global Jira setting for ‘email from’.

      We understand that this issue can cause confusion for your customers and it is an issue we would like to resolve. Thank you for your votes and comments on this ticket, it has surfaced it for our attention.

      The related public bug ticket (JSDSERVER-3597) will be reopened and triaged accordingly - please follow progress on that ticket.

      Kind regards,

      Charlie

      Jira Service Management, Server & Data Center

      Issue Summary

      I am set Email from setting to be without exact name, and be always the same (for example, MCC RU - IT SUPPORT). 

      Usual notifications JIRA turned off in project. But customer notifications turned on (we like it for easy template editor)

      But customer's notifications receiving with fullname of the operator, who make action.

      How can i hide operator name?
      JIRA SD 3.3.0

      Steps to Reproduce
      1. Create a Service Desk project.
      2. Go to Admin > System > General Configuration page.
      3. Click Edit Settings.
      4. In the Email from field, change the option to something else e.g 
        {email}, {email.hostname}, (Some Text)
      Expected Behavior

      JIRA Service Desk would use this setting when it sends out notifications to customers.

      Actual Behavior

      JIRA Service Desk seems to use the username of the person who performed the change whereas JIRA projects respect the change.

      Observation

      As JIRA Service Desk notification is different from the normal one used by JIRA, could this be because this is hard-coded and this is the expected behavior?

      Attachments

        1. Customer notifications settings.png
          Customer notifications settings.png
          72 kB
        2. Email from settings.png
          Email from settings.png
          52 kB
        3. emails.png
          emails.png
          11 kB
        4. test email.png
          test email.png
          4 kB

        Issue Links

          duplicates

          Suggestion - JSDSERVER-702 Use Jira's 'Email From' configuration in Jira Service Desk Notifications

          • Closed
          is superseded by

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-3597 The "From:" header format in notification emails do not match the format specified in JIRA's General Configuration

          • Medium - Medium priority issues
          • Closed
          relates to

          Suggestion - JSDCLOUD-4845 Email From setting doesnt work with customer notifications

          • Gathering Interest

          Activity

            People

              Unassigned Unassigned
              evgeniy.russkikh529509089 evgeniy.russkikh529509089
              Votes:
              19 Vote for this issue
              Watchers:
              12 Start watching this issue

              Dates

                Created:
                Updated:
                Resolved:

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