Why reporter and assignee field has email address instead of first name and last name

[Nitin Pai]

Why reporter and assignee field has email address instead of first name and last name

[Tuncay Senturk _Snapbytes_]

Hi @Nitin Pai 

This usually happens when the sender (the reporter who creates the ticket via email) does not have a Jira account. You have already noticed that some reporters do not have Jira accounts. If they do not have a Jira account, Jira defaults to using their email address.

When creating tickets via email, the display name is included in the email headers like "First name Lastname <first.last@company.com>"; Jira parses this display name and uses it. So, I'd suggest checking your reporters' email headers and the email naming format.

[Piyush Annadate _ACE Pune_]

Hello @Nitin Pai ,
These users would be portal only customer, account haven't been verified yet and these account doesn't have First Name and Last name set yet. and same @Tuncay Senturk _Snapbytes_  said above. 

Ref. https://support.atlassian.com/security-and-access-policies/docs/configure-saml-single-sign-on-for-portal-only-customers/ for Portal only customer. I've attached example below.

[Nathan Phillips]

Hello @Nitin Pai,

Have you had a chance to review @Piyush Annadate _ACE Pune_ response? I do believe that they are spot on! 

Only customers who actively create their account and provide a First and Last name will show that information, otherwise the default is the email address.

Thanks for the help everyone!

[G subramanyam]

Hi @Nitin Pai welcome to the Atlassian community.

I just checked the Jira fields and they are taking the user name details instead of email address.

Could you please recheck in other browsers!

[Nitin Pai]

Hello @G subramanyam I did check in other browsers and it is the same. We have a JSM project setup to create tickets through email. We have added the "reply-to-address" project email id inside a DL(distribution list) and any email that is sent to the DL, Jira creates ticket. What i noticed is that:

1. Some of the reporters who's reporter field shows their email addresses, they do not have an account in Jira. 

2. Some of the reporters who's reporter field shows their "Firstname Lastname" also do not have an account in Jira. 

I am wondering what is causing this to show the reporter name different way? Any suggestions/solution please.