How to change the "person" that triggered events show up under? Edited

I have several events in JIRA that are set up to be triggered by various actions, mainly SLA triggers but also commenting on a ticket. This is both when "waiting for customer" changes to "waiting for support" when the customer responds to you and also when my SLA trigger changes the state of a ticket from "Resolved" to "Closed" after our pre-determined timeframe.

In both of these types of automatic/ triggered events, they are shown in both JIRA and in the email updates that the status of my ticket has been changed by my co-admin who initially set up our projects. This gives me a heart attack on a regular basis because we have very separate duties and normally he would not be looking at my tickets at all. I want to change the "person" that shows up when these events are triggered to some sort of default or generic - I am even happy creating a dummy user account for this called "System" or "Admin" or something and assigning that to this function instead of my co-admin, but I CANNOT find where this is controlled. Can someone please help me track this down?

2 answers

1 vote
Steven Behnke Community Champion Aug 08, 2017

The Default User is listed on the right-side of the screen under the Automation tab for Service Desk Project Settings. You may change this to be the Project Lead or the 'user who initiated the event'.

This default user is lifted from the Project Lead, which is configured under Users & Roles in any project's Project Settings.


Whew. I was about to start throwing my computer at the wall.

Okay, I see where it says "By default rules run as XXXXXX. Change default event user" at the top of the automation page. However, it definitely is not letting me change it to 'user who initiated event' though I'm not sure how that would work anyway? If they are automated events, no user is triggering them.

Project Lead settings make sense, as my co-admin was the project lead initially. I just figured it was some default setting from when he set everything up and he just couldn't remember how to change it. However, I still want some sort of generic ID to show up here, not me, and it weirdly seems to be only allowing me to set this as myself, my co-admin, or our boss (who is not a Project Lead anywhere?). I thought at first this was based on groups, but there are no groups where only the three of us are members. Do you know what determines who can be set here?

I'm an idiot. It's the project permission settings.


Steven Behnke Community Champion Aug 08, 2017

To be honest, the UI for Service Desk has changed dramatically over the last 3 versions. It has been confusing but I think the layout is settling down.

Was there a way to change this to 'user who initiated the event'? If so, how did you do it? 

Oh boy, just figured it out. Still trying to familiarize myself with the new layout. 

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