Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. 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

    XMLWordPrintable

    Details

    • Support reference count:
      1
    • Feedback Policy:

      Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      Description

      Problem Definition

      If you have allowed anyone to send a request to your service desk, currently when a customer sends in a ticket for the first time we use the email address of the customer as their full name when it would be better to use the included name from the email address.

      For example the header does contain the name of the sender:

      From: John Doe <johhny@doe.com>

      Suggested Solution

      Extract the name portion of the FROM header and use that for their portal only customer's full name instead of the email address

      Workaround

      Edit the customers name manually from Site Administration or ask customers to update it themselves from the portal > profile

        Attachments

          Activity

            People

            Assignee:
            Unassigned Unassigned
            Reporter:
            dmark@atlassian.com Danny
            Votes:
            3 Vote for this issue
            Watchers:
            2 Start watching this issue

              Dates

              Created:
              Updated: