Issue created by email show requestor name

[Mariam Slade]

Hi. Our Jira account is set up to create new issues from emails. When they are created by a new customer only the requestors email shows and no name. Is expected? Is there a way for Jira to scan the email for the sender's name and add that instead of only the email?

Edit for more info: 

When a customer sends an email to the email address linked to our Jire Service Management project, it will create an issue/ticket for them. It is set up to allow emails from anyone on the web.

When someone sends the email, the ticket is created. It lists the reporter as the person's email address, with no actual name, even though I can see that their name is associated with their email address. I want to know how I can set it up so that Jira will create the ticket and list the reporter as the name associated with the email address, not just the email address itself.

[BillOut App]

@Mariam Slade were you able to finally find a solution?
I'm having the same issue.

[Alex Koxaras _Relational_]

Hi @Mariam Slade and welcome to the community!

Let's start by assuming that you are working on a project of Jira Service Management. All customers that are allowed to send email to a JSM project, must create an account (except if you have setup your JSM project to allow emails from anyone on the web). When they create an account they have to write their full name. When they do that, their name will appear.

If you are talking about something else, then you have to provide more info, screenshots etc in order to help you.

[Mariam Slade]

When a customer sends an email to the email address linked to our Jire Service Management project, it will create an issue/ticket for them. It is set up to allow emails from anyone on the web.

When someone sends the email, the ticket is created. It lists the reporter as the person's email address, with no actual name, even though I can see that their name is associated with their email address. I want to know how I can set it up so that Jira will create the ticket and list the reporter as the name associated with the email address, not just the email address itself.

[Alex Koxaras _Relational_]

@Mariam Slade 

If you have setup your portal like this:

Then of course you'll get a result like the following:

If on the other hand, you don't allow sending requests without logging, then a customer upon signup can easily do the following:

[Alex Koxaras _Relational_]

But @Mariam Slade you can change your customers' name manually

• Cog > User management > Jira Service Management

[Mariam Slade]

This is about requests being sent via email, not the portal. Customers can't send requests from the portal without signing in. It is, however, set to allow emails from anyone on the web. 

Our old helpdesk (using Freshdesk) was also set to allow emails from anyone on the web. It was able to grab the name associated with the email address and list this as the requestor, the same way an email service, like outlook, is able to list the name associated with a sender's email.