Resolve Incorrect Email Sender in Jira Cloud Notifications

Summary

Email notifications from Jira display incorrect senders, showing a different user than the one who triggered the notification.

Diagnosis

• The user receives Jira notifications through an Office 365 Microsoft Exchange mail server.

• Check the email message header to verify if Jira is sending the correct information in the From field.

• The expected value in the From field is "User Full Name <jira@yourjirainstance.com>", where "User Full Name" is the name of the user who triggered the notification.

• If the From field is correct but the mail client shows a different sender, the mail server is modifying the sender details.

Cause

An issue with Microsoft Exchange server's role-based access control (RBAC) may cause incorrect sender recognition.

Other potential causes:

• Configuration issues in Exchange implementation, such as with Apple Mail, may cause discrepancies between listings and detail views.

• Outlook 2016 users on any OS may experience issues with Exchange if the system sender's email address is known within the same Active Directory (AD).

• If the Email This Issue app is installed in Jira, disabling the "Send mail with user as sender" option in the plugin settings will override Jira's default "from" configuration.

Solution

• Use Outlook or Mozilla Thunderbird to bypass certain Exchange settings.

• Set up your mail client to use IMAP.

• If needed, enable the option "Send mail with user as sender" in the Email This Issue settings.

• Contact your Microsoft Exchange administrator or Microsoft Support to identify and fix the issue. Atlassian Support can assist with Jira-related questions.