Name change when there is an update

[Samuel Colon]

So basically my manager and I both been looking through all the settings to see how this can be done. In short there was an I.T. admin that set everything up at our company. He left the company and we were hired to replace him.

The issue is that whenever there a ticket closes, we receive an email stating (Old I.T. admin's name) made 1 update and then we see the issue name and resolved closed status. We would like to change these emails to reflect the current manager's name. Any idea how this can be done?

[Joshua Sneed Contegix · Accepted solution]

Hi Samuel,

Is this a Service Desk project? It sounds like JSD automation rule for notifying the customer that the issue has been resolved. You can change JSD automation users using THIS ARTICLE. Cheers.

[Samuel Colon]

Hi Joshua,

Thanks for the article. I did not know the proper term (default event user) that is why i had no idea what to search for. Yes this was a service desk project. I was able to change the default event user to the current manager. Then later on i received an email update from a ticket where the status was changed from resolved to closed and the new manager's name was displayed on it. Thanks again.

[John Funk]

Hi Samuel,

Where does it say that the email is coming from?