When any Agent changes the status, it shows as being changed by me

[Alex Otto]

All of my service desk team have the same issue, whenever they update the status or step an issue through the workflow it shows as being done by another user (me specifically).

The History of the issues also shows the actions as being completed by me 

Where can I see why these actions are being taken by someone other than the user who transitioned it?

Thanks!

[Dirk Ronsmans · Accepted solution]

Hey @Alex Otto and welcome to the community!

Since it was when the status went from Waiting for support to Waiting for customer i'm thinking it might be an automation.

I suggest you look at your automation rules (most likely one that changes the status when you reply a comment to the customer).

On Automations you can choose the actor of the rule so that would be my first guess if it is done by someone else than the "real" actor

[Alex Otto]

Yep I checked all my automations, they are currently running with Automation for Jira as the actor. I went one step further and made Automation for Jira the Owner also.

It seems to be only when someone updates things from the agent view screen?
Testing the changes now.

[John Funk]

Also, check any post functions in the workflow for that transition to see if other things are happening. 

[Dirk Ronsmans]

@Alex Otto ,

 Can you determine what actions exactly cause the change?

Is the issue transitioning under your name when the agent does something or are they manually transitioning and its under your name?

Is it each action or specific actions that cause the transition? And is it happening for multiple transitions or just that "waiting for customer" one?

Cause if you can find the action the agent does that triggers it that can narrow down the search.

Make sure to also look at the Legacy automation rules and if you have any other addons that might do some automation like scriptrunner?

[Alex Otto]

So far its any agent that updates the status of an issue, no automation runs after the initial ingest. I checked all my automations and all of them run as "Automation for Jira", where do I find the post functions on a workflow?

[Alex Otto]

Here's what I've learned! The agents transition the issue normally if they do it from within the issue view. However if they are in the queue and edit the status of the issue from there it shows as ran by me. 

Is this because I created the queue?

[Dirk Ronsmans]

Postfunctions are part of the workflow itself. On each transition (the arrows between the states) you can define postfunctions to do "something"

I'm not sure that would trigger something here but never hurts to check.

However if they are in the queue and edit the status of the issue from there it shows as ran by me. 

You mean they transition it doing the bulk action from the queue overview or do they open the issue from a queue and then do a transition?

If they transition it and it gets then changed somehow it would first transition as them and then show an other update imho.

I'm assuming then they do the status change directly from the list view? That should indeed not impersonate you and could indeed be a bug. 

I'll see if I can replicate it..

[Dirk Ronsmans]

@Alex Otto 

I just created the scenario you described and can't seem to replicate the issue.

I created a queue with one user and transitioned the issue with another from the queue view. In the history it shows as the user that  clicked the transition and not the one that created the queue..

You might need to raise this as a ticket with support at this point (https://support.atlassian.com/contact) so they can investigate your instance directly.

The most obvious one would have been automation rules but if those are not doing anything then i'm personally a bit in the dark what could be happening.

[Alex Otto]

Thanks for trying to replicate it! Yeah the list view is the only place its happening (confirmed by the helpdesk lead)

I'll try the support, thanks for your help!

[Alex Otto · Accepted solution]

Legacy automations.

I didnt even create any of them but by default they were set to run as me instead of as the user running the action!

Do brand new projects normally come with those legacy automations in place?
I'm not sure but if you have a new project you have created make sure you check the Legacy Automations for any rules that are running as you instead of as whoever does the action.

[Dirk Ronsmans]

Aha like I mentioned in my Automation answer ;-)

Make sure to also look at the Legacy automation rules and if you have any other addons that might do some automation like scriptrunner?

I feel it's still there as part of the changeover between the old and new automation. Not all the rules work exactly the same way and also (I believe) the email triggers come from 2 different email addresses (one uses your own email channel/the new one users the automation email)

I'm sure over time the Legacy part will just disappear.