Service Desk sends out an email saying the wrong user closed a request

[Holland Stasi]

In our cloud instance, we've recently implemented service desk. Whenever a request is marked as Closed, it says that '(CERTAIN USER) changed the status to Closed' when that user did not close the ticket. 

The email it comes from is jira@**company**.atlassian.net but is using that specific person's name, even if they didn't close the ticket. Is there a way to change this? I've checked the notification and email settings and haven't found a way yet.

[Jack Brickey · Accepted solution]

it could be that the closure is happening under Automation and the rule is set to run as the person showing as closing. Is that possible?

[Holland Stasi]

This was it! I didn't set up the instance initially, so I didn't even know this existed. Thank you!

[Rick Blom]

Jack,

I understand that the status is modified by automation, and that is shows the servicedesk owner as the agent who modified the status. Is there a way we can make this a generic user like jira@**company**.atlassian.net without it being counted as an additional agent?

It is very confusing right now that I think my collegue has modified something right now where in fact is was the jira system who has modified the status.

[Jack Brickey]

I agree that having Automation pretending to be an actual person is confusing and as such I use a “system user”. I wish that Atlassian provided an automation user for this purpose but alas... so I just use some available system user. You find these in user management.