I have a Service Desk (SD) project. I created an automation that is triggered when an issue is created that has Severity == S1. The automation adds a comment to the issue. Please see the screenshot below. What I found out the if I use the 2nd option (Run as the user who triggered the rule), is: * when an SD Agent creates such an issue, the comment is added with her as the comment creator. * When an SD customer creates such an issue, the automation fails since SD Customers do not permission to modify issues. So I changed the automation to run as the project default, but I could not find any reference as to who is that person, and worse, no reference as to how to change it. Currently, all those comments are added by me, even though I am no longer defined as the project lead. Anyone has an idea?

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Service Desk Automation - how to set 'Project Default'

Amir Katz (Outseer)

I have a Service Desk (SD) project. I created an automation that is triggered when an issue is created that has Severity == S1. The automation adds a comment to the issue.

Please see the screenshot below.

What I found out the if I use the 2nd option (Run as the user who triggered the rule), is:

when an SD Agent creates such an issue, the comment is added with her as the comment creator.
When an SD customer creates such an issue, the automation fails since SD Customers do not permission to modify issues.

So I changed the automation to run as the project default, but I could not find any reference as to who is that person, and worse, no reference as to how to change it. Currently, all those comments are added by me, even though I am no longer defined as the project lead.

Anyone has an idea?

2018-07-18 12_42_38-Automation - Service Desk.png

Accepted answers

Gezim Shehu [Communardo]

Most likely, you would use the "robot" user here. (and everywhere else where automation occurs)

Setting the default user, which rules run on can be done here:

Service Desk Project->Project Settings->Automation

default user to run automation.JPG

All comments

Gezim Shehu [Communardo]

Most likely, you would use the "robot" user here. (and everywhere else where automation occurs)

Setting the default user, which rules run on can be done here:

Service Desk Project->Project Settings->Automation

default user to run automation.JPG

Amir Katz (Outseer)

Looks good, thanks. I somehow missed that screen...

SD Admin

Hi @Gezim Shehu [Communardo], how can the "robot" user set? I wasn't able to see the JiraService as default user in my project setting.

The message shows "The selected default user is not able to run automation rules." Is there anyway not to default a user but based on the workflow status?

Please advise. Thanks

Gezim Shehu [Communardo]

Hi,

By 'robot', I mean a custom (JIRAinternal) user created for automation purposes.

For SD , it needs to have Agent permissions/license to run rules.

Trevan Householder_Isos-Tech-Consulting_

Dena Campasano

Please make this available. We would like to have our automations come from a generic account without paying for a license.

Rahul Savaikar_qm2ff9

I don't even have the option to select the Service Account for the automation. Can anybody help? I know, I have set-up the permission scheme correctly.

Amir Katz (Outseer)

Hey Rahul,

This is not a new answer, so can you please create a response under the relevant answer above and then delete this one? It will avoid confusion for people who follow the question.

Thanks,

Amir

Rahul Savaikar_qm2ff9

I wish I could move/delete that comment.

I am only able to Edit, View History and report my comment - unable to delete it.

Cameron Gocke

I don't know if something has changed or been added to address this, but for us I found an "Automation for JIRA" account available. We didn't create that and it seems to work for our default Automation account:

Annotation 2020-06-19 100514.jpg

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