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Is it possible to set a dynamic user for the automation flows?

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?

1 answer

0 votes

Hi Daan,

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":

Screenshot 2019-04-19_15-45-25.png

Please, give it a try and let us know how it goes.


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