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  1. Jira Service Management Cloud
  2. JSDCLOUD-4321

Creating user via email sets the full name to be their email address as opposed to 'From' name

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    Description

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

      Summary

      When creating a user via the JIRA Service Desk email channel the full name of that user is set to the email address, i.e. john.smith@example.com instead of heading the header and setting it to their 'From' name, i.e. John Smith. When the user first logs in they will get the opportunity to set their Full Name, but if the user never logs in (i.e. if they communicate only over email) then the full name will never be set.

      Steps to Reproduce

      1. Set up an incoming email channel and allow anyone to be able to create users
      2. Send an email to that channel from an email address that is not currently a user

      Expected Results

      A user is created and their full name will be pulled from the 'From' header of the email.

      Actual Results

      The full name is just set to the full email address

      Workaround

      Edit the user after creation.

      Attachments

        Issue Links

          is duplicated by

          Suggestion - JSDCLOUD-4551 Agents should be able to set username & full name of customers

          • Gathering Interest

          Suggestion - JSDCLOUD-4764 Ability to specify user's full name when adding to jira service desk customer

          • Gathering Interest

          Suggestion - JSDCLOUD-6398 When a customer submits a ticket via email it should use the full name of the sender instead of the email address as the full name for Jira

          • Gathering Interest

          Suggestion - JSDCLOUD-10815 Ability to set default display name for portal-only customers

          • Gathering Interest

          Suggestion - JSDCLOUD-11654 Not possible to add customer's name

          • Gathering Interest
          is related to

          Suggestion - JSDSERVER-4321 Creating user via email sets the full name to be their email address as opposed to 'From' name

          • Closed
          mentioned in

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              Unassigned Unassigned
              mhunter Matthew Hunter
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              Dates

                Created:
                Updated:
                Resolved: