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Bug
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Resolution: Fixed
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Low
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2
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Severity 3 - Minor
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Issue Summary
When an user with Atlassian Account on the same domain as the Agent creates an issue on a JSM project customers notifications will inconsistenly use the Agent's Full Name and Public Name setup at https://id.atlassian.com/manage-profile/profile-and-visibility
Steps to Reproduce
- Have two Atlassian Accounts on the same domain, one as a customer and the other as an Agent on a JSM project;
- Change public name on the agent's Atlassian profile to be different from full name;
- Work on an issue to generate test notifications for a status transition other than resolving. Observe how the name in the from address on that issue is your full name, not your newly altered public name.
- Resolve an issue and observe how the name that appears in the from address in the resolved notification is your public name instead of your full name.
Expected Results
The all notifications should use the Public Name as the "From" name
Actual Results
Only notifications that inlcude the resolved notification use the Public name. Transitions and comment notifications will use the Full Name.
Workaround
Currently there is no known workaround for this behavior. A workaround will be added here when available
[JSDCLOUD-9624] Inconsistent behavior for Customer Notification "From" name with Agent's Public vs. Full Name
Would love to see some progress on this. In our minds it's not really a notification bug but more of a privacy issue we'd like to see resolved.
Hi everyone,
This is Ashish from the JSM team. Thank you for previously raising this bug to our attention. To set the right expectations, we are closing this bug to focus on our upcoming roadmap for all JSM users.
If this is still an issue for you, please let us know. Thank you again for providing valuable feedback to our team!
Thank you,
Ashish