症状

When users receive email notifications from Jira, they see incorrect message senders in their email clients. A user shown as the sender in the inbox list isn't the same one that performed the action that triggered the notification.

診断

The mail server configured for the user receiving Jira notifications is the Office 365 Microsoft Exchange mail server.

To verify whether Jira is sending the correct information in the notifications, view the email message header and check on the From field. The expected field value is "User Full Name <jira@yourjirainstance.com>", where the Full Name belongs to the user that triggered the notification. If Jira sends the correct information in the From field, but mail clients display a different name as the sender, it's the mail server that modifies the sender details.  

原因

An issue in the Microsoft Exchange server's role-based access control (RBAC) causes incorrect sender recognition.

Other potential causes:

• Configuration related to (wrong in listings, correct in detail view) in Exchange implementation like Apple Mail.
• Problem with Outlook 2016 (regardless of OS) and Exchange for users of the same AD in which the system sender's email address is known.
• If the plugin Email This Issue is installed in the Jira instance, disabling the option "Send mail with user as sender" in the plugin configuration overrides the default Jira "from" configuration.

回避策

• Use the Outlook Mail Client or Mozilla Thunderbird - they bypass some of the Exchange settings.
• Configure your mail client to use IMAP.
• If required, enable the option "Send mail with user as sender" in the Email This Issue configuration.

ソリューション

Contact your Microsoft Exchange administrator and/or Microsoft Support to confirm the root cause of the issue and apply fixes as needed. Please note that Atlassian Support can't help with Microsoft Exchange issues, however, we will be happy to provide assistance regarding Jira where needed.