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Change name to Default to something more generic in Jira Service Desk for updates/email notification

unknown

When a request is closed, the user is notified that I made updates and it has my name on the email account for emailing requests. Is there anyway to change this to something more generic for the user? I did not change the status to closed. This is done automatically 24 business hours after a request is marked resolved.

2-12-2019 1-13-29 PM.png

Accepted answers

Angélica Luz

Hello Bob,

On the notification and history is showing your name because probably the automation to automatically close the ticket has you as the default user to run the automation.
On each automation you can set a default user or set as "User who triggered the rule", but in this case that is using an SLA as the trigger on the automation to close the ticket, it will use the name set on the "Configuration":

Screenshot 2019-02-13_10-34-17.png

You can add a dummy user just to run the automation, but this user must have a license and be an administrator on the project.

If you have any other question, please let us know.

Regards,
Angélica

All comments

Angélica Luz

Hello Bob,

Screenshot 2019-02-13_10-34-17.png

You can add a dummy user just to run the automation, but this user must have a license and be an administrator on the project.

If you have any other question, please let us know.

Regards,
Angélica

Daniel Landman

hello @Angélica Luz ,
I get the same question and I already knew about the possibility to change the default user. what did you mean by setting 'dummy' as administrator?
there is no way to use or set a generic user (dummy, bot, system, service... whatever we want to call it) to log by default in automation rules and emails notifications, without having it as active licensed user? it sounds weird and honestly a bit disturbing especially as I see this issue comes up several times in the community.
I can get the system to perform a rule , but it can't specify it was done by... the system?

If you can elaborate and offer an alternative I would highly appreciate your help with that.
thanks.

unknown

Daniel, I agree - this is a poor design and creates unnecessary noise. "Why did you update this ticket, what did you do, etc." coming from IT and then users reaching out to me directly on tickets because they think I updated something is not transparent...

Creating a generic use who has admin is not a good security practice...

Angélica Luz

Hi @Daniel Landman and @[deleted],

The dummy user that I mentioned is that you can create a user with an email that you have access, where you can add a full name like "System administrator" or "Administrator", and this user must have a service desk license and be added to the role "Administrator".
In this case, it would be secure because the email should belong to an administrator that will manage this user and also have access to the account in Jira.

Regards,
Angélica

Daniel Landman

@Angélica Luz you basically replied the same thing
all I asked is why must I create a fake user to avoid showing my name or other active users as commenters or updaters of tickets handled by automatic system rules.
I honestly see no reason (a good one anyway..) for you guys @ ATLASSIAN to avoid setting a default pick called 'system' if you decide to do so, and that will be used unless we the users specify otherwise.

Thanks for replying nontheless.
Sincerely,
Daniel

Angélica Luz

Daniel, this is the workaround for now, since Jira does not have the functionality to add a system user to run the automation.
We have a feature request suggesting this where you can both vote and watch to receive updates and also add your comments on the feature.
- https://jira.atlassian.com/browse/JSDCLOUD-2095

Daniel Landman

Hey @Angélica Luz ,
I like the fact you reply pretty quickly that shows dedication and thumbs up for that.
I voted for the suggested issue but let's be honest , it's open since 14/Jul/2015 , something is clearly not right if such a basic request got 40+ votes across roughly 3 years (closing at 4) , and not done yet. in any case thanks for your time, I hope you guys @ atlassian decide to push this forward soon.

thanks,
Daniel

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