Labels are being removed without anyone doing it

Question

We have a label on all the ticket my team receive (DSSH) and on almost all the tickets, that label is being removed.
When checking into the history, it says that the reporter removed it, but when asking him he denies it.
I doubt this is true because the issue is happening on hundreds of our tickets and it's happening with all the reporters not just one.
Just to clarify, we have several automations but, in the history, it doesn't say the label was removed by an Automation, it says it was a user (reporter on every ticket)...

Has anybody else seen this issue?
It just started a couple of weeks ago and we have been working with these reporters for months.

Tuncay Senturk _Snapbytes_ · Answer

Hi @Gomez, Jorge (J.)

I agree with @bill 's point—it definitely sounds like an automation rule or post-function that’s acting with the reporter as the actor. One other thing worth checking: if you're using ScriptRunner or any other marketplace app that modifies issues, it's possible a script is running in the background and using the triggering user’s account, which would also make the change appear as if it came from the reporter.

Bill Sheboy · Answer

Hi @Gomez, Jorge (J.) -- Welcome to the Atlassian Community!

When is the label being removed?  What was the person doing just before that happened?

From what you described, it seems likely that an automation rule or workflow action is doing this.  And, if the rule's have been modified where the actor is set to "person who triggered the event", it will appear in the log as by that person / user.

Have you examined specific issues, comparing the change history to the global automation log to determine if anything matches?  Your Jira Site Admin can help with such comparisons.

Kind regards,
Bill