Requester Real Name doesn´t appear in subject emails

Using here RT 4.2.12-5 (Debian)

We are unable to see the Requester Name in the subject of the emails. In previous version we where able to do that but not anymore.

We see in the subject the email address where is sent from, always the same since users only do interactions through the Portal.

The notifications received by new incidents, reply or comments always have in the subject –

Ticket ID - Ticket Title

We would like to have

User Real Name (it should change because sometimes is the user or technician who adds a comment or reply) - Ticket ID - Ticket Title

Can anyone help? We have try to use the templates in Global to change the subject but no luck at all ;(