Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-4845

Email From setting doesnt work with customer notifications

XMLWordPrintable

    • Icon: Suggestion Suggestion
    • Resolution: Tracked Elsewhere
    • None
    • Email - Outgoing
    • None
    • 3
    • 1
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      Atlassian Update – 24 March 2021

      Hi everyone,

      Thank you for your interest in this issue.

      After investigating this request further, we believe it has been incorrectly categorised as a feature suggestion rather than a bug. Jira Service Management notifications are currently not respecting the global Jira setting for ‘email from’.

      We understand that this issue can cause confusion for your customers and it is an issue we would like to resolve. Thank you for your votes and comments on this ticket, it has surfaced it for our attention.

      The related public bug ticket (JSDSERVER-3597) will be reopened and triaged accordingly - please follow progress on that ticket.

      Kind regards,

      Charlie

      Jira Service Management, Server & Data Center

      Issue Summary

      I am set Email from setting to be without exact name, and be always the same (for example, MCC RU - IT SUPPORT). 

      Usual notifications JIRA turned off in project. But customer notifications turned on (we like it for easy template editor)

      But customer's notifications receiving with fullname of the operator, who make action.

      How can i hide operator name?
      JIRA SD 3.3.0

      Steps to Reproduce
      1. Create a Service Desk project.
      2. Go to Admin > System > General Configuration page.
      3. Click Edit Settings.
      4. In the Email from field, change the option to something else e.g 
        {email}, {email.hostname}, (Some Text)
      Expected Behavior

      JIRA Service Desk would use this setting when it sends out notifications to customers.

      Actual Behavior

      JIRA Service Desk seems to use the username of the person who performed the change whereas JIRA projects respect the change.

      Observation

      As JIRA Service Desk notification is different from the normal one used by JIRA, could this be because this is hard-coded and this is the expected behavior?

        1. Customer notifications settings.png
          Customer notifications settings.png
          72 kB
        2. Email from settings.png
          Email from settings.png
          52 kB
        3. emails.png
          emails.png
          11 kB
        4. test email.png
          test email.png
          4 kB

          Form Name

            [JSDSERVER-4845] Email From setting doesnt work with customer notifications

            Charlie Marriott made changes -
            Resolution New: Tracked Elsewhere [ 15 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Link New: This issue is superseded by JSDSERVER-3597 [ JSDSERVER-3597 ]

            Charlie Marriott added a comment -
            Atlassian Update – 24 March 2021

            Hi everyone,

            Thank you for your interest in this issue.

            After investigating this request further, we believe it has been incorrectly categorised as a feature suggestion rather than a bug. Jira Service Management notifications are currently not respecting the global Jira setting for ‘email from’.

            We understand that this issue can cause confusion for your customers and it is an issue we would like to resolve. Thank you for your votes and comments on this ticket, it has surfaced it for our attention.

            The related public bug ticket (JSDSERVER-3597) will be reopened and triaged accordingly - please follow progress on that ticket.

            Kind regards,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 24 March 2021 Hi everyone, Thank you for your interest in this issue. After investigating this request further, we believe it has been incorrectly categorised as a feature suggestion rather than a bug. Jira Service Management notifications are currently not respecting the global Jira setting for ‘email from’ . We understand that this issue can cause confusion for your customers and it is an issue we would like to resolve. Thank you for your votes and comments on this ticket, it has surfaced it for our attention. The related public bug ticket ( JSDSERVER-3597 ) will be reopened and triaged accordingly - please follow progress on that ticket. Kind regards, Charlie Jira Service Management, Server & Data Center
            Charlie Marriott made changes -
            Description Original: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-4845].
              {panel}


            h5. Issue Summary

            I am set *Email from* setting to be without exact name, and be always the same (for example, +MCC RU - IT SUPPORT+). 

            Usual notifications JIRA turned off in project. But customer notifications turned on (we like it for easy template editor)

            But customer's notifications receiving with fullname of the operator, who make action.

            How can i hide operator name?
            JIRA SD 3.3.0

            h5. Steps to Reproduce

            # Create a Service Desk project.
            # Go to {{Admin > System > General Configuration}} page.
            # Click *Edit Settings*.
            # In the *Email from* field, change the option to something else e.g
            {code}
            {email}, {email.hostname}, (Some Text)
            {code}

            h5. Expected Behavior

            JIRA Service Desk would use this setting when it sends out notifications to customers.

            h5. Actual Behavior

            JIRA Service Desk seems to use the username of the person who performed the change whereas JIRA projects respect the change.

            h5. Observation

            As JIRA Service Desk notification is different from the normal one used by JIRA, could this be because this is hard-coded and this is the expected behavior?             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-4845].
              {panel}
            {panel:title=Atlassian Update – 24 March 2021|borderStyle=solid|borderColor=#deebff|titleBGColor=#deebff|bgColor=#deebff}

            Hi everyone,

            Thank you for your interest in this issue.

            After investigating this request further, we believe it has been incorrectly categorised as a feature suggestion rather than a bug. Jira Service Management notifications are currently not respecting the [global Jira setting for ‘email from’|https://confluence.atlassian.com/adminjiraserver/configuring-jira-application-options-938847824.html#ConfiguringJiraapplicationoptions-settingsGeneralsettings].

            We understand that this issue can cause confusion for your customers and it is an issue we would like to resolve. Thank you for your votes and comments on this ticket, it has surfaced it for our attention.

            The related public bug ticket ([JSDSERVER-3597|https://jira.atlassian.com/browse/JSDSERVER-3597]) will be reopened and triaged accordingly - please follow progress on that ticket.

            Kind regards,

            Charlie

            Jira Service Management, Server & Data Center{panel}

            h5. Issue Summary

            I am set *Email from* setting to be without exact name, and be always the same (for example, +MCC RU - IT SUPPORT+). 

            Usual notifications JIRA turned off in project. But customer notifications turned on (we like it for easy template editor)

            But customer's notifications receiving with fullname of the operator, who make action.

            How can i hide operator name?
            JIRA SD 3.3.0

            h5. Steps to Reproduce

            # Create a Service Desk project.
            # Go to {{Admin > System > General Configuration}} page.
            # Click *Edit Settings*.
            # In the *Email from* field, change the option to something else e.g
            {code}
            {email}, {email.hostname}, (Some Text)
            {code}

            h5. Expected Behavior

            JIRA Service Desk would use this setting when it sends out notifications to customers.

            h5. Actual Behavior

            JIRA Service Desk seems to use the username of the person who performed the change whereas JIRA projects respect the change.

            h5. Observation

            As JIRA Service Desk notification is different from the normal one used by JIRA, could this be because this is hard-coded and this is the expected behavior?
            Charlie Marriott made changes -
            Description Original: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-4845].
              {panel}

            h5. Issue Summary

            I am set *Email from* setting to be without exact name, and be always the same (for example, +MCC RU - IT SUPPORT+). 

            Usual notifications JIRA turned off in project. But customer notifications turned on (we like it for easy template editor)

            But customer's notifications receiving with fullname of the operator, who make action.

            How can i hide operator name?
            JIRA SD 3.3.0

            h5. Steps to Reproduce

            # Create a Service Desk project.
            # Go to {{Admin > System > General Configuration}} page.
            # Click *Edit Settings*.
            # In the *Email from* field, change the option to something else e.g
            {code}
            {email}, {email.hostname}, (Some Text)
            {code}

            h5. Expected Behavior

            JIRA Service Desk would use this setting when it sends out notifications to customers.

            h5. Actual Behavior

            JIRA Service Desk seems to use the username of the person who performed the change whereas JIRA projects respect the change.

            h5. Observation

            As JIRA Service Desk notification is different from the normal one used by JIRA, could this be because this is hard-coded and this is the expected behavior?             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-4845].
              {panel}


            h5. Issue Summary

            I am set *Email from* setting to be without exact name, and be always the same (for example, +MCC RU - IT SUPPORT+). 

            Usual notifications JIRA turned off in project. But customer notifications turned on (we like it for easy template editor)

            But customer's notifications receiving with fullname of the operator, who make action.

            How can i hide operator name?
            JIRA SD 3.3.0

            h5. Steps to Reproduce

            # Create a Service Desk project.
            # Go to {{Admin > System > General Configuration}} page.
            # Click *Edit Settings*.
            # In the *Email from* field, change the option to something else e.g
            {code}
            {email}, {email.hostname}, (Some Text)
            {code}

            h5. Expected Behavior

            JIRA Service Desk would use this setting when it sends out notifications to customers.

            h5. Actual Behavior

            JIRA Service Desk seems to use the username of the person who performed the change whereas JIRA projects respect the change.

            h5. Observation

            As JIRA Service Desk notification is different from the normal one used by JIRA, could this be because this is hard-coded and this is the expected behavior?
            SET Analytics Bot made changes -
            UIS Original: 0 New: 3
            SET Analytics Bot made changes -
            UIS Original: 3 New: 0
            SET Analytics Bot made changes -
            UIS New: 3
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3012390 ] New: JAC Suggestion Workflow 3 [ 3651299 ]
            Andy Nguyen (Inactive) made changes -
            Link New: This issue duplicates JSDSERVER-702 [ JSDSERVER-702 ]

              Unassigned Unassigned
              evgeniy.russkikh529509089 evgeniy.russkikh529509089
              Votes:
              19 Vote for this issue
              Watchers:
              12 Start watching this issue

                Created:
                Updated:
                Resolved: