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Customer/Agent notifcation for status change uses MY name (As project lead)

Lois Graham

One of my Service Management agents identified this as somewhat confusing. I cannot confirm but I'm guessing our customers are getting similar notifications.

Why does the Status Change notification indicate that I made the change? I feel like this should be something more generic like "JIRA" instead of me as the project lead.

How/where can I change this?

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Alex Koxaras -Relational-

Hi @Lois Graham ,

All the notifications sent to the customers are managed via Project Settings > Customer Notification. In you case, you should look the "Customer-visible status changed" notification. There it should have the content of:

${event.user.name} changed the status to ${request.status}.

The ${event.user.name} will be the name of the user who made the change. Now, if you didn't make this change, then you should look on the workflow or automation, because possibly something is acting on your behalf.

Alex

Lois Graham

Thanks, Alex. That's the issue. The normal status change that happens upon customer/agent comment seems to be acting on my behalf and I'm trying to figure out how to change that.

Alex Koxaras -Relational-

Do you have any automation that is active?

Lois Graham

not that would result in this notification.

The "your issue's status has changed" notification isn't unexpected. It's just unexpected that it is using MY NAME instead of i.e. "Jira"

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