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  1. Jira Platform Cloud
  2. JRACLOUD-72839

Mention of user do not render for the full name on notification email if the outgoing notification email is modified.

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      Issue Summary

      On email notifications, the users are occasionally and randomly receiving the AAID instead of the FULL name of the user. Although the setting of the outgoing email is configured to HTML, and the email is on HTML, the mention of the user isn't render by the email, and only the AAID is visible.

      Steps to Reproduce

      1. Mention a user in a comment of Jira issue (it will trigger a notification email)
      2. Change the default outgoing notification email from the project settings >> notifications.

      Expected Results

      The mention of the user should come, in the email, rendered as the full name of the user

      Actual Results

      Although the email is on the HTML format, the mention of the user comes as the AAID:

      Workaround

      To stop the fallback to using the old email template, Change the default outgoing notification email from the project settings >> notifications to use the default domain name <tenant>.atlassian.net

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            [JRACLOUD-72839] Mention of user do not render for the full name on notification email if the outgoing notification email is modified.

            Shinare, Pravin added a comment - - edited

            @Kenneth, we still see this issue in our cloud Jira, is there any solution to show only user name, not account id. 

            Shinare, Pravin added a comment - - edited @Kenneth, we still see this issue in our cloud Jira, is there any solution to show only user name, not account id. 

            Kenneth added a comment -
            Status update - 01/06/2023

            Hi all,

            This is Kenneth from the Jira Notifications team.

            We're pleased to let you know that we’ve made changes so that the format of emails with a customized Email from value will now be consistent with other Jira issue notification emails.

            This update has completed rolling out earlier this week, and we will now close this request.

            Thanks for your patience,

            Kenneth

            Kenneth added a comment - Status update - 01/06/2023 Hi all, This is Kenneth from the Jira Notifications team. We're pleased to let you know that we’ve made changes so that the format of emails with a customized Email from value will now be consistent with other Jira issue notification emails. This update has completed rolling out earlier this week, and we will now close this request. Thanks for your patience, Kenneth

            Angel Thanur added a comment - - edited
            Status update 18/04/2023

            Hi all, 

            This is Angel Thanur from the Jira Notifications team. We're pleased to let you know that this bug has been fixed for emails using custom email addresses.

            The reported issue was:

            • Occasionally Jira instances with custom configuration, in particular ‘custom email address’ or ‘custom from name’, send notifications with the user’s Atlassian account ID for @mention instead of the user's full name.

            This issue is now fixed for emails using ‘custom email addresses’. @mention will show the user’s full name. This fix has started rolling out. We expect it to be completed by the end of next week.

            The fix for 'custom from name' is in progress and we will provide you an update when it is rolling out.

            Thank you for your patience.

            Best,

            Angel

            Angel Thanur added a comment - - edited Status update 18/04/2023 Hi all,  This is Angel Thanur from the Jira Notifications team. We're pleased to let you know that this bug has been fixed for emails using custom email addresses. The reported issue was: Occasionally Jira instances with custom configuration, in particular ‘custom email address’ or ‘custom from name’, send notifications with the user’s Atlassian account ID for @mention instead of the user's full name. This issue is now fixed for emails using ‘custom email addresses’. @mention will show the user’s full name. This fix has started rolling out. We expect it to be completed by the end of next week. The fix for 'custom from name' is in progress and we will provide you an update when it is rolling out. Thank you for your patience. Best, Angel

            Steven Schlansker added a comment -

            Please make sure that this is fixed in Text mode as well as HTML mode. Many people cannot or wisely choose not to render/execute untrusted code from the Internet on their computer, and as many people above point out, getting a UUID instead of a username makes Jira email nearly useless since you lose all context.

            Steven Schlansker added a comment - Please make sure that this is fixed in Text mode as well as HTML mode. Many people cannot or wisely choose not to render/execute untrusted code from the Internet on their computer, and as many people above point out, getting a UUID instead of a username makes Jira email nearly useless since you lose all context.

            Маслов Кирилл added a comment -

            try this 

            https://jira.atlassian.com/browse/JRASERVER-70190?error=login_required&error_description=Login+required&state=e63a3ebf-344b-4b3c-8cad-10392e1035dc

            Маслов Кирилл added a comment - try this  https://jira.atlassian.com/browse/JRASERVER-70190?error=login_required&error_description=Login+required&state=e63a3ebf-344b-4b3c-8cad-10392e1035dc

            Andy Dunn added a comment -

            Great that it's fixed it for email Ronald, but unfortunately I don't know about JQL, we tend not to use it that much, so apologies. I'm sure support could potentially help if you put in a support ticket mind, sorry I can't help further!

            Andy Dunn added a comment - Great that it's fixed it for email Ronald, but unfortunately I don't know about JQL, we tend not to use it that much, so apologies. I'm sure support could potentially help if you put in a support ticket mind, sorry I can't help further!

            Ronald Sochocki added a comment -

            Thanks Andy Dunn!  That worked for email notifications.

            Any thoughts on how to do the same in JQL?  For example, if I use JQL that has "ASSIGNEE in (username, username)", I get the same AAID issue.

            Ronald Sochocki added a comment - Thanks Andy Dunn!  That worked for email notifications. Any thoughts on how to do the same in JQL?  For example, if I use JQL that has "ASSIGNEE in (username, username)", I get the same AAID issue.

            Marika Adams added a comment -

            Thank you Andy Dunn, that fixed it for me!

            Marika Adams added a comment - Thank you Andy Dunn, that fixed it for me!

            Alex Drummond added a comment -

            Thanks Andy, i already did that a few months ago and finally got pointed to this ticket..... Hopefully a fix will be coming soon.....

            Alex Drummond added a comment - Thanks Andy, i already did that a few months ago and finally got pointed to this ticket..... Hopefully a fix will be coming soon.....

            Andy Dunn added a comment -

            Sorry to hear that Alex. It's worth getting in contact with their support team and filing a request. They were pretty quick at replying for me, and you can give them access to your Jira account remotely so they can investigate.

            Andy Dunn added a comment - Sorry to hear that Alex. It's worth getting in contact with their support team and filing a request. They were pretty quick at replying for me, and you can give them access to your Jira account remotely so they can investigate.

              Unassigned Unassigned
              lmenezes Lele (Inactive)
              Affected customers:
              69 This affects my team
              Watchers:
              67 Start watching this issue

                Created:
                Updated:
                Resolved: