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Waiting for support history shows incorrect user

Pete P Rising Star Dec 18, 2020

My name is showing up on some tickets even though I have never touched the issues in question.  I have only seen this happen on the transition to "Waiting for support".  What could be causing this?  

 

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Danny Rising Star Dec 18, 2020

Hello @Pete P

Have you by any chance set up automation rules to be run as yourself in the Service Desk project?

Run rule as: By default, rules run as the person who created the project. Alternatively, you can run rules as the person who triggers the rule. For example, if a rule responds to a customer, then you might want the comment to be from the agent who is working on the request, not from the person who created the project. In this case, you would want to set the Run rule as to User who triggered the rule. Make sure the person you choose has permission to complete all the actions taken by the rule.

Thanks,

Danny

Pete P Rising Star Dec 21, 2020

@Danny  perfect advice, thank you.  I had not configured any automation rules and didn't realize there were 2 by default with me as the default event user.

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