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Change User for status updates

Konstantinos Angelonidis

I need to change the user that is shown when a ticket changes status from Waiting for support -> Waiting for customer and the email informs that this user has made this (automated) change of status.

This user has left the organization but i cannot find anywhere the option to replace his name. Also when i tried to demote the user from Admin to simple user, it seemed that the workflow stopped working properly.

I am aware from which Workflow of the specific space is triggered but cannot find something relevant to my issue.

Accepted answers

Marc -Devoteam-

Hi @Konstantinos Angelonidis

If this is automated, is this done by an automation rule.

Check the rule which triggers this and see who is the rule initiator.

If you want to change the initiator to another user, that user needs to have the correct permissions on the space or spaces.

All comments

Marc -Devoteam-

Hi @Konstantinos Angelonidis

If this is automated, is this done by an automation rule.

Check the rule which triggers this and see who is the rule initiator.

If you want to change the initiator to another user, that user needs to have the correct permissions on the space or spaces.

Konstantinos Angelonidis

Hey Marc and thanks for the help. There is only one rule in which i am now the owner and actor. But the old user still keeps getting shown up in the email :

Also only on this change of status this user appears.

Konstantinos Angelonidis

Just found it in the Legacy Automation. Helped a lot Thanks.

Marc -Devoteam-

HI @Konstantinos Angelonidis

Please accept my answer as a solution, if my answer helped to solve or provide a workaround to your request.

This will help other community member trying to solve the same or provide them with a work around

P.S. If the answer is very valuable to you, please share some kudos.

Joseph Chung Yin

@Konstantinos Angelonidis -

As suggested by @Marc -Devoteam- One will need to investigate automation rule associated with the space. Typically, you can look for the custom email action for the email context.

Hope this also helps.

Best, Joseph

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