Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Change name to Default to something more generic in Jira Service Desk for updates/email notification

When a request is closed, the user is notified that I made updates and it has my name on the email account for emailing requests.   Is there anyway to change this to something more generic for the user?    I did not change the status to closed.   This is done automatically 24 business hours after a request is marked resolved.  


2-12-2019 1-13-29 PM.png

2 answers

1 accepted

0 votes
Answer accepted

Hello Bob,

On the notification and history is showing your name because probably the automation to automatically close the ticket has you as the default user to run the automation.
On each automation you can set a default user or set as "User who triggered the rule", but in this case that is using an SLA as the trigger on the automation to close the ticket, it will use the name set on the "Configuration":

Screenshot 2019-02-13_10-34-17.png

You can add a dummy user just to run the automation, but this user must have a license and be an administrator on the project.

If you have any other question, please let us know.


hello @Angélica Luz ,
I get the same question and I already knew about the possibility to change the default user. what did you mean by setting 'dummy' as administrator?
there is no way to use or set a generic user (dummy, bot, system, service... whatever we want to call it) to log by default in automation rules and emails notifications, without having it as active licensed user? it sounds weird and honestly a bit disturbing especially as I see this issue comes up several times in the community. 
I can get the system to perform a rule , but it can't specify it was done by... the system? :|

If you can elaborate and offer an alternative I would highly appreciate your help with that.

Daniel, I agree - this is a poor design and creates unnecessary noise.    "Why did you update this ticket, what did you do, etc." coming from IT and then users reaching out  to me directly on tickets because they think I updated something is not transparent... 

Creating a generic use who has admin is not a good security practice...

0 votes

Hi @Daniel Landman and @Bob Sochacki,

The dummy user that I mentioned is that you can create a user with an email that you have access, where you can add a full name like "System administrator" or "Administrator", and this user must have a service desk license and be added to the role "Administrator".
In this case, it would be secure because the email should belong to an administrator that will manage this user and also have access to the account in Jira.


@Angélica Luz  you basically replied the same thing :)
all I asked is why must I create a fake user to avoid showing my name or other active users as commenters or updaters of tickets handled by automatic system rules.
I honestly see no reason (a good one anyway..) for you guys @ ATLASSIAN to avoid setting a default pick called 'system' if you decide to do so, and that will be used unless we the users specify otherwise.

Thanks for replying nontheless.

Daniel, this is the workaround for now, since Jira does not have the functionality to add a system user to run the automation.
We have a feature request suggesting this where you can both vote and watch to receive updates and also add your comments on the feature.

Like Daniel Landman likes this

Hey @Angélica Luz  ,
I like the fact you reply pretty quickly that shows dedication and thumbs up for that.
I voted for the suggested issue but let's be honest , it's open since 14/Jul/2015 , something is clearly not right if such a basic request got 40+ votes across roughly 3 years (closing at 4) , and not done yet. in any case thanks for your time, I hope you guys @ atlassian decide to push this forward soon.


Suggest an answer

Log in or Sign up to answer
Community showcase
Asked in Jira Service Desk

Calling all Insight users, we need your help!

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...

96 views 1 0
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you