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How do I change/update the username applied in workflow transitions

Sandi Slavko

Hello,

We have JSD Cloud, and I have setup our workflows and transitions steps accordingly. We have also setup email triggers to transition the status' of the tickets via email responses.

Ex. If a customer sends and email, a JSD Ticket is opened, and the status is set to 'Waiting for Support'. Then when a support team member responds using the "reply to customer' within the ticket, the status will change to "Waiting for Customer".

On each of these transitions, my name seems to be the user name that is posted and sent to all customers -- looking like I am physically changing these status'.

How/Where can I change this setting?? I want to use another username and/or a Jira Bot user - but I cannot seem to find where this setting lives within my project.

And it seems it's either defaulting to my name as I am the admin who setup the project, or I inadvertently set this somewhere and didn't realize it. Everything i see in the community points me to Automation rules, but this is not an automation rule that was setup... this has to be somewhere in the workflow transitions - I just can't find it. Any help is greatly appreciated!

Accepted answers

Sandi Slavko

Wanted to update based on my support ticket.

The fix was found under the Automation section -- but also under the Legacy Automation sublayer.

This is occurring due to the automation rule called "Comment updates reply status", which is currently set to perform the action as the Project Default(Sandi Slavko).

For this type of rule, we recommend changing the rule to run as "User who triggered the rule". This way, the agent will show as the runner, as well as the customer, in their respected roles.

To make this change, please use the steps below:

Navigate to Automation
Click on "Comment updates reply status"
Click the Settings cog (top right corner of the page)
Use the dropdown to select "User who triggered the rule"

All comments

Brant Schroeder

You can make the change by going to

Project Settings->Automation. Select the automation that you would like to change and edit. Update the Actor on the rule.

Sandi Slavko

Thank you Brant! But this is not an 'Automation' rule that was setup -- this is somewhere in the transitions for the workflows.

Brant Schroeder

Can you provide some additional information.

Screenshot of workflow and transition
App that is being used to perform the rule (if there is one)

Sandi Slavko

JIRA Workflow is performing the transitions - no app

I physically/manually did not transition this issue... how can I change this so that it does not appear that I am manually making these transitions?

again, this is not an automation rule.

Sandi Slavko

Wanted to update based on my support ticket.

The fix was found under the Automation section -- but also under the Legacy Automation sublayer.

This is occurring due to the automation rule called "Comment updates reply status", which is currently set to perform the action as the Project Default(Sandi Slavko).

For this type of rule, we recommend changing the rule to run as "User who triggered the rule". This way, the agent will show as the runner, as well as the customer, in their respected roles.

To make this change, please use the steps below:

Navigate to Automation
Click on "Comment updates reply status"
Click the Settings cog (top right corner of the page)
Use the dropdown to select "User who triggered the rule"

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