How to change the name associated with an update to a Service desk issue

[Jeremy Cornwell]

In the notification email getting sent by Jira the person who create the instance is being listed as making the update to a ticket even though he is not involved and I made the specific change. Where is the setting to control this? I've noticed it happening when I respond to the customer and it also appears as a comment when a new ticket is created in the portal with the following text "This issue was reported from the portal while the user was not signed into an account."

Thanks.

[Jack Brickey · Accepted solution]

Check your automations. Generally automations will “run as” a user. Often it is hard coded to a person but might also be the user that triggered the event.

p.s. I think you are asking about Jira Service Desk and not Jira SW here?