Automation rules: how to change the user who run them

[Rosana Casilli]

hi All!!

I have this situation:

I have two projects in service desk:

- Project A, created by user U1

- Project B, created by user U2

In both project there are some automation rules related to actions to be done on Comment update replay status

 I want to change the user who execute the rules and I found that in project A I can only choose U1 and in project B I can only choose U2, (besides the option user that performed the action"). 

How can I set a different user? 

the final user want to change de "reply to" and the comment in the issue to a "Generic text"... but I am sure that this is not possible unless I choose a different user

This is the text in comment:

Something else to add... the rule that is executed has the following conditions

If  status is waiting for support and comment is public ,it is a main action the user si not a customer and it is an agent ->> transition to "Respond to customer"

If status is Waiting for customer and comment is public,  it is main action, the user is not a agent and it is customer->> transition to "Respond to Support"

Can you please help me with this?

Thanks in advance.

Ro

[Kat Warner]

On the 'Rule Details' screen you should be able to update the field 'Actor' to set the user that will be record as taking the automation action. You need to make sure that user has permissions to complete the automation steps.