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Service Desk Automation - how to set 'Project Default'

I have a Service Desk (SD) project. I created an automation that is triggered when an issue is created that has Severity == S1. The automation adds a comment to the issue.

Please see the screenshot below.

What I found out the if I use the 2nd option (Run as the user who triggered the rule), is:

  • when an SD Agent creates such an issue, the comment is added with her as the comment creator.
  • When an SD customer creates such an issue, the automation fails since SD Customers do not permission to modify issues.

So I changed the automation to run as the project default, but I could not find any reference as to who is that person, and worse, no reference as to how to change it. Currently, all those comments are added by me, even though I am no longer defined as the project lead.

Anyone has an idea?

2018-07-18 12_42_38-Automation - Service Desk.png

5 answers

1 accepted

2 votes
Answer accepted

Most likely, you would use the "robot" user here. (and everywhere else where automation occurs)


Setting the default user, which rules run on can be done here:

Service Desk Project->Project Settings->Automation


default user to run automation.JPG

Looks good, thanks. I somehow missed that screen...

Hi @Gezim Shehu [Communardo], how can the "robot" user set? I wasn't able to see the JiraService as default user in my project setting.

The message shows "The selected default user is not able to run automation rules." Is there anyway not to default a user but based on the workflow status?

Please advise. Thanks



By 'robot', I mean a custom (JIRAinternal) user created for automation purposes.

For SD , it needs to have Agent permissions/license to run rules.




I'm trying to decide what robot/service account to use for this. We will have a helpdesk@ mailbox that Jira will monitor and consume for new tickets. It seems like it might not be a good idea to use that same address for running automations, but maybe it would be fine? I can also create something like helpdesk-notify@ 

Either way the rub here is that you have to pay to license a generic system user just get automations to work the way they ought to work right out of the box. If you do annual billing to purchase packs of licenses it may not be an issue. 

It just seems like there ought to be a way to set the Project Default to a generic system account that is not a licensed agent. 

Like # people like this

100% agree with this. We're a small outfit and having the automation default user eat up a license is a huge let down :(

Like # people like this

Please make this available.  We would like to have our automations come from a generic account without paying for a license.

I don't even have the option to select the Service Account for the automation. Can anybody help? I know, I have set-up the permission scheme correctly.


Hey Rahul,

This is not a new answer, so can you please create a response under the relevant answer above and then delete this one? It will avoid confusion for people who follow the question.



I wish I could move/delete that comment.

I am only able to Edit, View History and report my comment - unable to delete it.

I don't know if something has changed or been added to address this, but for us I found an "Automation for JIRA" account available.  We didn't create that and it seems to work for our default Automation account:

Annotation 2020-06-19 100514.jpg

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