MS Office 365 or Exchange with Outlook Strips the FullName Variable in Notifications

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Symptoms

MS Outlook client does not display the full name of user in outbound notifications, even though the Email From setting in the General Configuration section has this variable.

Diagnosis

This issue seems to only be specific to using MS Outlook with MS Exchange/Office 365. The "issue" is totally related to the way that Outlook is treating the data that is being sent by Jira.

Enabling the DEBUG logs for Outgoing mail, you can check if Jira is correctly sending what is configured on the Project level and Outgoing mail config, as the below sample:

year-month-day 00:00:00-0400 DEBUG [] Sending mailitem PostprocessingMailQueueItem{delegate=To='name@mail.com' Subject='Subject HRE: Sample Test Issue' From='name@email.com' FromName='Name Namee (via JIRA - No Reply)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@13011b39' MessageId='null' ExcludeSubjectPrefix=false'} anonymous    Mail Queue Service [c.atlassian.mail.outgoing] Getting transport for protocol [smtp]

Cause

From our investigation, it seems that MS Outlook tries to compare the From Name with the Email Address of the sender in the Global Address List, but if they are not found to match, then the full name is not displayed.

Resolution

There are two possible resolutions:

Resolution 1

Ensure that the From Name in the Global Address List matches the Full Name in the notification being sent. It is possible that this is linked to an LDAP repository (such as Active Directory), in which case the user details would have to be investigated on that system.

Resolution 2

Follow Section 3 from this Microsoft Support article: How to set up a multifunction device or application to send email using Microsoft 365 or Office 365 to Configure a connector to send mail.

Last modified on Jun 28, 2021

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