We have an automation flow that updates the status of an issue if a support agents responds to the issue or if a customer responds to the issue. If a support agent responds to an issue an email is sent that the status is updated. The email uses the user set up for the automation "Run rule as" instead of the actual support agent to change the status.
Would it be possible to change the "Run rule as" user to whomever is actually initiating the status change?
The general configuration of automation need to use an internal user to run the automation since it can't be run in the name of a customer, so whenever a customer answer to a ticket, the user set on the configuration will be the one who changes the status and for this, it's not possible to change. But if you need that it shows the name of the user who is changing the status you must click on the automation and then you will be able to set "User who triggered the rule":
Please, give it a try and let us know how it goes.
Hi Atlassian Community! This is Teresa from the Atlassian team. My colleague Paul Buffington @Buff and I are excited to share a brand new ITSM resource we’ve created – "The Complete Guide to At...
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