Email sent from case does not have the correct "From" information. #4086

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opened 2026-02-20 16:13:31 -05:00 by deekerman · 1 comment

deekerman commented

2026-02-20 16:13:31 -05:00

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Originally created by @preetham-sr on GitHub (Nov 5, 2019).

Issue

Bug on versions 7.11.7 and 7.11.8, when sending an email from the cases module.

While responding to an email received through an inbound group, the mail does not seem to have the correct "From Name" in the response. It picks up the "From address"(email ID) instead of the "From Name"(actual name of the user sending the mail).

This used to work with 7.11.6

Expected Behavior

The received email should have the sender details as "Sender Name <from@email.com>".

Actual Behavior

The email that is received has the “From” details similar to "from@email.com <from@email.com>"

Possible Fix

Steps to Reproduce

Create an Inbound group with an email Id that is not the same as the default outbound email ID, or give a different From name than what is used on the default email ID
Set the inbound mail to create a car automatically
From the case reply to the email
In the compose email page, the From dropdown will have the selected “reply to “ and “from:” labels showing just the email ID instead of the format "Sender Name from@email.com".
Sending the email will result in the same format at the receiving end too.

Context

The email does not give the name of the user and only gives the email id. Its very unprofessional but also there is no differentiation of who sent it as it is a common/group email

Your Environment

SuiteCRM Version used: 7.11.7 / 7.11.8/ 7.11.9
Browser name and version (e.g. Chrome Version 51.0.2704.63 (64-bit)): Chrome Version 78.0.3904.70
Environment name and version (e.g. MySQL, PHP 7): MySQL, PHP 7
Operating System and version (e.g Ubuntu 16.04): Ubuntu

Originally created by @preetham-sr on GitHub (Nov 5, 2019).    #### Issue Bug on versions 7.11.7 and 7.11.8, when sending an email from the cases module. While responding to an email received through an inbound group, the mail does not seem to have the correct "From Name" in the response. It picks up the "From address"(email ID) instead of the "From Name"(actual name of the user sending the mail). This used to work with 7.11.6 #### Expected Behavior The received email should have the sender details as "Sender Name <from@email.com>". #### Actual Behavior   The email that is received has the “From” details similar to "from@email.com <from@email.com>" #### Possible Fix  #### Steps to Reproduce   1. Create an Inbound group with an email Id that is not the same as the default outbound email ID, or give a different From name than what is used on the default email ID 2. Set the inbound mail to create a car automatically 3. From the case reply to the email 4. In the compose email page, the From dropdown will have the selected “reply to “ and “from:” labels showing just the email ID instead of the format "Sender Name <from@email.com>". 5. Sending the email will result in the same format at the receiving end too. #### Context   The email does not give the name of the user and only gives the email id. Its very unprofessional but also there is no differentiation of who sent it as it is a common/group email #### Your Environment  * SuiteCRM Version used: 7.11.7 / 7.11.8/ 7.11.9 * Browser name and version (e.g. Chrome Version 51.0.2704.63 (64-bit)): Chrome Version 78.0.3904.70 * Environment name and version (e.g. MySQL, PHP 7): MySQL, PHP 7 * Operating System and version (e.g Ubuntu 16.04): Ubuntu

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2026-02-20 16:13:31 -05:00

deekerman commented

2026-02-20 16:13:32 -05:00

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@stenfalp commented on GitHub (Nov 8, 2019):

Also for me ""From" Name" field of "Inbound Emails" is not working. No matter what I put, it does not appear on the email address. I tried also to put it directly in the ""From" Address" field but then the From header in the resulting email does not surrond the name part with double quotes.

Regards,
Stenio

@stenfalp commented on GitHub (Nov 8, 2019): Also for me ""From" Name" field of "Inbound Emails" is not working. No matter what I put, it does not appear on the email address. I tried also to put it directly in the ""From" Address" field but then the From header in the resulting email does not surrond the name part with double quotes. Regards, Stenio