Hello,
I have a little problem. I created an automation for a service desk which changes a specific status to another, if a customer adds a comment.
We also use the customer notifications for status changes. For these e-mails, the names of the agents are used, who are changing the status. But for status change made by my automation, my name is used in the notification mail.
Is there a way to send these notifications always in the name of the ticket assignee or a general system name?
Thanks a lot
Your name is used because you are probably the owner / project lead.
We created a generic username with a generic name (companynameBOT) and assign the automation rule to this name.
-Mike
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