Which username is used for status changes

[Christoph Kaulich]

Hello,

we have moved our frist projects to the cloud, but I have one question. 

When we get a ticket, and an agent writes an answer the status is changed from "Waiting for support" → "Waiting for customer". That is fine so far, but the ticket history, always my name shows up, not the name of the agent answering the ticket. 

Where have I change something to get this right? 

Christoph 

[Dirk Ronsmans · Accepted solution]

@Christoph Kaulich ,

The status move is done by an Autoamation rule. When you set up a project the old legacy rules would always run under the user who created the project.

You need to go to the project settings -> Automation and see what rule is doing this.

On that rule you can change the "actor"

[Christoph Kaulich]

Hello, 

I found the buttons and could switch it to actor.

Thank you