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When any Agent changes the status, it shows as being changed by me

Alex Otto

All of my service desk team have the same issue, whenever they update the status or step an issue through the workflow it shows as being done by another user (me specifically).

The History of the issues also shows the actions as being completed by me

Where can I see why these actions are being taken by someone other than the user who transitioned it?

Thanks!

Accepted answers

Dirk Ronsmans

Hey @Alex Otto and welcome to the community!

Since it was when the status went from Waiting for support to Waiting for customer i'm thinking it might be an automation.

I suggest you look at your automation rules (most likely one that changes the status when you reply a comment to the customer).

On Automations you can choose the actor of the rule so that would be my first guess if it is done by someone else than the "real" actor

Alex Otto

Legacy automations.

I didnt even create any of them but by default they were set to run as me instead of as the user running the action!

Do brand new projects normally come with those legacy automations in place?
I'm not sure but if you have a new project you have created make sure you check the Legacy Automations for any rules that are running as you instead of as whoever does the action.

All comments

Dirk Ronsmans

Hey @Alex Otto and welcome to the community!

Since it was when the status went from Waiting for support to Waiting for customer i'm thinking it might be an automation.

I suggest you look at your automation rules (most likely one that changes the status when you reply a comment to the customer).

On Automations you can choose the actor of the rule so that would be my first guess if it is done by someone else than the "real" actor

Alex Otto

Yep I checked all my automations, they are currently running with Automation for Jira as the actor. I went one step further and made Automation for Jira the Owner also.

It seems to be only when someone updates things from the agent view screen?
Testing the changes now.

John Funk

Also, check any post functions in the workflow for that transition to see if other things are happening.

Dirk Ronsmans

@Alex Otto ,

Can you determine what actions exactly cause the change?

Is the issue transitioning under your name when the agent does something or are they manually transitioning and its under your name?

Is it each action or specific actions that cause the transition? And is it happening for multiple transitions or just that "waiting for customer" one?

Cause if you can find the action the agent does that triggers it that can narrow down the search.

Make sure to also look at the Legacy automation rules and if you have any other addons that might do some automation like scriptrunner?

Alex Otto

Dirk Ronsmans

Aha like I mentioned in my Automation answer ;-)

Make sure to also look at the Legacy automation rules and if you have any other addons that might do some automation like scriptrunner?

I feel it's still there as part of the changeover between the old and new automation. Not all the rules work exactly the same way and also (I believe) the email triggers come from 2 different email addresses (one uses your own email channel/the new one users the automation email)

I'm sure over time the Legacy part will just disappear.

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