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Email Comment Notification indicates wrong user updated ticket

Derek Humes

Hello, I am a new cloud user taking over a setup that my boss previously created but didn't deploy. Here is my question:

If a customer replies to a ticket notification email with a comment, I as the ticket owner will get an email notification that says the ticket has been updated by my supervisor with a new status. This isn't the case. The ticket was updated automatically via the system and my supervisor didn't do anything. I have attached a screenshot of the email notification I receive as agent that can maybe better demonstrate this.

I just want to know if there is somewhere I can change where the name says 'my supervisor' to be "System" or something generic like that so that it doesn't give the impression she is logged in and changing the status on every system-generated status change. Screen Shot 2022-06-30 at 11.36.03 PM.png

Accepted answers

Paul Krueger

Ben is on the right track. It's not a notification automation that's doing it, though. It's the rule that's moving the issue from the Waiting for Customer status to the Waiting for support status running as your supervisor.

Edit that rule and change the Actor under Rule details.

All comments

Benjamin_tmh9yg

HI @Derek Humes ,

You may want to check the Jira automation for the notification and make sure notifier was not set to your supervisor but to jira automation user or a generic user on the system.

Thanks,

Ben

Paul Krueger

Edit that rule and change the Actor under Rule details.

Derek Humes

So I have a "When a comment is added -> update the status" rule under automation. The Actor for this rule says Automation for Jira already and is not set to my supervisor. Is this the rule you are referring to or could there be something else?

Paul Krueger

It would have been, but if Automation is the actor I guess not. I'm guessing there are other rules acting here. Can you look at the automation section of the issue immediately after this occurs to see what automation rules are running?

Alternatively, you could look at all of your automation rules and make sure the actor for each is correct.

Derek Humes

Turns out it was a Legacy Automation rule that was changing the status when someone made a comment and then alerting out as my supervisor. Got it taken care of. Thank you!

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