Username showing up different in Comments and History

[Justin Boykin]

In one of our tickets a user added comments and made some changes on the ticket. Their username shows up correctly in the comments section, however when you look at the History tab it shows that a different user added the comment. The different user also shows up under Activity but has not modified the ticket. Anyone seen this behavior before?

[Justin Boykin · Accepted solution]

Angélica,

Thank you for the feedback, after further investigation it seems to have been a cached credential issue on a loaner laptop. Folashade's account remained logged into a laptop Christine was using which caused the mixup and then was reported up as a Jira issue. Again thank you for your time on this. 

[Angélica Luz]

Hi Justin,

Thank you for your response and thank you for sharing this information with us.
We are glad that everything is working.

If you have any other question, please count on us!

Regards,
Angélica

[Angélica Luz]

Hi Justin,

If you are using Jira Service Desk, perhaps there is an automation that changes the transition when someone adds a comment.
Related to the comment that shows the different user in the activity and history tab, does it show the full name or only the username?
If it's not the JSD, I believe we will have to open a ticket with our support, so we will be able to access your instance to check the affected tickets and further investigate this issue.

Regards,
Angélica

[Justin Boykin]

This is a ticket on a kanban board, in the screenshot you can see the comment section shows Christine as the author which is correct, in the history tab it shows Folashade as the author.

[Angélica Luz]

Hi Justin,

Thank you for the information.
I saw that Christine added a comment and Folashade made some change in the ticket only.
We can see that the comments are different, for example, Christine added "Apologies for the delayed response here" and Folashade added "Sorry for the delayed response on this".

As this user is appearing on the history and activity tabs, this user indeed made changes, otherwise, someone impersonated this user and made changes.

Are you using some add-on that can make changes on the tickets and have a default user to run this changes?

Regards,
Angélica