Email Notifications Coming From a Specific User

[Brad Foster]

I just started using Jira a few months ago. When email notifications are sent out to our Gmail accounts, any updates sent are associated with a specific user. This has caused confusion and that user to be referenced when they have never been associated with the ticket in any way.

How do I change this specific user showing up for Service Desk notifications to a more neutral, default Jira helpdesk email / user?

[Jack Brickey]

This is almost certainly associated with one or more Automation rules. The rules may be set up to run under a specific user rather than the user that triggered the event. Please check project settings > automation and be sure to check Legacy automation.

[Brad Foster]

Thank you for the information. Under our legacy automation settings, the "run rule as" was set to the project default user account which was the user in question tied to the email notifications. I have changed this to "user who triggered the rule" and after running tests it appears no update notification emails are coming through.

Would the better process be to change the user default in some way to be a non descript Jira service account instead of the current user, and if so, how would one do this?

[Jack Brickey]

You can certainly do that but before going there a couple of things…

• you should seek to understand why the notifications did not go thru. One thing to remember, unless specifically configured otherwise under personal settings, the user that makes a change will not receive  a notification of their own change. So if you are doing solo testing you may wish to temporarily enable the notifications on “you make changes to the issue” under personal settings 
• you might consider recreating the legacy Automation in the new automation since legacy will disappear at some point and the newer automation is more powerful.