we are implementing ServiceDesk and are wondering if it is possible to change the "author" of status changes: e.g. whenever I am answering to a customer, the status is automatically set to "waiting for customer" which is ok, but in the history, the status change is assigned to me as the admin while it is originally triggered by the system.
Is there a way to identify automatic status changes proceeded by the system so that they are not always assigned to the admin?
It depends on how you are making the automated change. If you are using Automation for Jira or ScriptRunner, you can run the automation as a specific user, which will associate the change with that user. Other plugins may not let you set the user running the transition.
If you are using the JSD Automation facility, then you can specify either that it be run by the user who triggered the rule or by the project default. Those are you only two options. You might check out Automation Lite for Jira, which Atlassian just purchased and see if this will help you.
@Adrian OK, got it: Typing in allows for choosing other people within my project but there is still no way to choose e.g. something like "project default" or "system". I find it a little misleading that the history assigns workflow status changes to users in the system while the respective change was proceeded automatically...
I just came across another undesired side effect of this phenomenon: Whenever a SLA deadline is about to be missed, I have implemented a rule which should notify me. But since I am now the author of all these changes and in my personal settings notifications about my own changes are disabled, I do not get informed about the threshold violation :( I can now of course allow the notifications about my own changes but will then receive a lot of unnecessary emails. So: my initial issue is remaining: how can I configure a rule that clearly identifies system events as system events without assigning them to me or another member of my team?
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