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Heya Atlassian Community!
I'm currently facing an issue right now as I currently have 2 JSM projects set up in my environment. Right now, I have an automation rule set up which comments on the linked ticket (as the process right now is that if the internal agent comments, it will check if the internal comment is true or false and adds the trigger issues comment) but with the current set up, whenever the comment is added to the customer it shows as the actor rather than the user who is commenting on the ticket.
Is there a way to change the actor to the agent who is responding to the customer (via an automation) or is it possible to list a set of users to respond based on who the assignee is on the original ticket?
I know this is rather convoluted so any help / suggestions would be much appreciated! :D
If you want to change the automation rule actor, you can do so.
I hope this helps you.
Hi @Ashley Hudson
if i get you correctly, you have an internal agent, who comments on a ticket which is linked to a ticket with a customer involved. Now you want to copy comments from the internal ticket to the customer facing ticket without the comment being added by "Automation for Jira", correct?
Best you can do, is either have a person set as a fixed actor to show as the person commenting or have the agent who wrote the internal comment to show as the author of the customer facing comment, by setting the actor to "User who triggered the event" like this:
As you can see, you have to make sure, that the internal agent is also allowed to comment on tickets in the customer facing project.
Hope this helps. Feel free to come back here, if you run into any problems or I misunderstood your setup.