Jira or JSM notification emails show the wrong sender name

Summary

Some email notifications include the full name of the sender, but refer to a deleted account or to a different user than who actually made the change in Jira or Jira Service Management (JSM).

This occurs when Jira’s general outgoing email address is saved as a contact on an email client.

Jira saved as a specific name in contacts

Jira's outgoing mail is typically something like: jira@<jira-site>.atlassian.net

Customers or users may receive many emails from this address, but all triggered by one specific Jira/JSM agent. In turn, they might save the general mailing address as the JSM agent mistakenly. Using Gmail as an example, if a recipient selects Add to Contacts, this will automatically add the agent’s name.

Any future notification received from jira@jira-site.atlassian.net will show the contact’s name.

In Jira Service Management, the first notification received when the ticket is created will show the project’s name, but the following notifications will show the agent’s name, which is likely where this confusion comes from.

Edit the created contact in the email client

Depending on your email client, the steps to edit or remove a contact may differ. Please refer to the instructions for some common email clients below:

• Google - Edit or delete contacts

• Create, view, and edit contacts and contact lists in Outlook

• Update contact information in Contacts on Mac

Additional documentation

• What notifications do my customers and team receive?

• Set up notifications for your customers and team

• Create and edit the content of your customer notifications

• How to troubleshoot customer notifications in Jira Service Management Cloud

• Best practices for configuring your customer notifications