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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.

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

                Created:
                Updated:
                Resolved: