I am the Project Lead for an ITSM project.
The email sent to customers when the ticket is first updated indicates I have made the status change. This is true for any of my agents who update an incident.
I looked at the notification template and do not see a variable for this to remove.
How do I make it stop?
Thank you for reaching out to Atlassian Community!
When new Jira Service Management projects are created, some automation rules are also created by default (Legacy automation).
One of the automation rules has the functionality to automatically update the status once a comment is added, for example, when a customer adds a comment, it will be automatically transitioned to “Waiting for support”.
The automation rules must run on behalf of someone, and by default, is the Project Lead, that why if an agent or a customer adds a comment, the status will change and it will show that you made the change.
Please, go to Project settings > Automation > Legacy automation and select the “Comment updates reply status” rule. On the top right, click on and change it to “User who triggered the rule” > Save.
Also, on the main page, there is an option to change the user, but in this case, it will be necessary to select another user that is a project administrator.
If you have any other questions regarding this matter, please, let us know.
For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...
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