How do I change/update the username applied in workflow transitions

[Sandi Slavko]

Hello, 

We have JSD Cloud, and I have setup our workflows and transitions steps accordingly.  We have also setup email triggers to transition the status' of the tickets via email responses.

Ex. If a customer sends and email, a JSD Ticket is opened, and the status is set to 'Waiting for Support'.   Then when a support team member responds using the "reply to customer' within the ticket, the status will change to "Waiting for Customer".

On each of these transitions, my name seems to be the user name that is posted and sent to all customers -- looking like I am physically changing these status'.

How/Where can I change this setting??  I want to use another username and/or a Jira Bot user - but I cannot seem to find where this setting lives within my project. 

And it seems it's either defaulting to my name as I am the admin who setup the project, or I inadvertently set this somewhere and didn't realize it.  Everything i see in the community points me to Automation rules, but this is not an automation rule that was setup... this has to be somewhere in the workflow transitions - I just can't find it.  Any help is greatly appreciated!

[Sandi Slavko · Accepted solution]

Wanted to update based on my support ticket.  

The fix was found under the Automation section -- but also under the Legacy Automation sublayer.

This is occurring due to the automation rule called "Comment updates reply status", which is currently set to perform the action as the Project Default(Sandi Slavko).

For this type of rule, we recommend changing the rule to run as "User who triggered the rule". This way, the agent will show as the runner, as well as the customer, in their respected roles.

To make this change, please use the steps below:

1. Navigate to Automation
2. Click on "Comment updates reply status"
3. Click the Settings cog (top right corner of the page)
4. Use the dropdown to select "User who triggered the rule"

[Brant Schroeder]

You can make the change by going to 

Project Settings->Automation.  Select the automation that you would like to change and edit.  Update the Actor on the rule.

[Sandi Slavko]

Thank you Brant! But this is not an 'Automation' rule that was setup -- this is somewhere in the transitions for the workflows.

[Brant Schroeder]

Can you provide some additional information.  

• Screenshot of workflow and transition
• App that is being used to perform the rule (if there is one)

[Sandi Slavko]

JIRA Workflow is performing the transitions - no app

I physically/manually did not transition this issue... how can I change this so that it does not appear that I am manually making these transitions?

again, this is not an automation rule.

[Brant Schroeder]

So you are showing me the actual history or recorded transition this is helpful but I need more information.  

Can you please do the following:

1. Take a screenshot of the full history of an issue that this is occurring on.  
2. Take a screenshot of your workflow. 
3. On the edit workflow screen take a screenshot of the transition details on waiting for customer to waiting for support.
4. Take a screenshot of all the automations on your project.  (Just want to check these)

[Sandi Slavko]

[Brant Schroeder]

I am not seeing anything on the workflow.  Can you share the details of the prompt customer for comment automation.

[Sandi Slavko]

I just added these Automation rules yesterday (12/9/20) - so they have no bearing on what's been happening with the transitions based on customer/support replies.

I cannot find where my name is triggering these either... 

[Sandi Slavko]

[Brant Schroeder]

I am not seeing anything as well.  You can submit a support ticket to Atlassian who will be able to look at your account in more detail and should be able to resolve the issue.  You can submit an issue here: https://support.atlassian.com/contact/

[Sandi Slavko]

Thank you for confirming I have not lost my mind entirely! lol :)

[Sandi Slavko]

Thank you Brant for your assistance and looking through this to hep! I have posted where this is located based on the support ticket I opened.

Again, thank you for taking a peek and trying to assist!