How do we change the common name in the Jira Service Desk Emails?

[Steven Swan]

The email address from which support desk emails come from jira@acme.atlassian.net.  BUT, the admin who setup our system has his name as the common name.  So, they come through as 

Bob Smith <jira@acme.atlassian.net>

1. How do we change "Bob Smith"?
2. Can we change the email to be acmesupport@acme.atlassian.net?

[Darryl St_ Pierre · Accepted solution]

Hey @Steven Swan ,

I recently went through trying to address a similar issue with Support. Apparently my approach was wrong, as I've found a workaround to address this while trying to answer your question. It's not pretty...

Some details:

Most email coming from JSD does indeed come through either as jira@example.atlassian.net, or as assignedtechnicianname@example.atlassian.net.

BUT

If an automation rule is involved, such as "Auto Close after being resolved for x business days", it requires a user account to perform the action. In ProjectName - Settings - Automation, you can set the default user to perform the rule actions.

The user essentially needs to be an admin. The only way you can accomplish a generic From: is to create a Licensed User with a name you want to show up in these email messages and set the Project default user to that account.

The alternative is to disable the email notifications for these messages.

Darryl

[Darryl St_ Pierre]

Correction - a user designated as Service Desk Technician has enough permission to run Automation actions. An admin-level account is not required. What IS still required is an extra licensed account with the generic name you want.

[Steven Swan]

Thank you, Darryl - very kind of you to take the time to help.

It is a bit odd that this is not something easier to accommodate, or a 'feature' that doesn't already exist intuitively.