"Public User updated this request..."?

Hi,

Today when a ticket comes off hold and is commented on by the system we are seeing "Public User updated this request..."? Any idea what template this is and why it would have changed? When I look at the user assocaiated with the systme email address, the name is First Name: "IT" and  Last Name:  "Support (TDX Service Account)".

Asked by Scott Cory on Tue 9/17/24 11:18 AM
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Answers (3)

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Mark Sayers Tue 9/17/24 12:05 PM

Hello Scott,

I believe this is happening because your outbound email account is configured using the SMTP username that corresponds with the Alert/Notification email address for the IT Support (TDX Service Account) Customer account. I would recommend you remove that email address from the IT Support (TDX Service Account) account so it does not try to credit that account as the one that has made these changes.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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Hi Mark,

We want it to say “IT Support (TDX Service Account)” as the user commenting on the feed. - Scott Cory Tue 9/17/24 12:08 PM
I don't see anything obvious in recent maintenance release notes that would explain this. You can submit a support ticket if you wish to have this investigated by engineering. I would point out when you submit a ticket to estimate as best as possible when this behavior changed. - Mark Sayers Tue 9/17/24 12:54 PM
Mark we are now seeing 'Public User <notify@teamdyanmixapp.com> for our surveys requests and KB announcements.
We have our Outbound Email Setting to use the default email sender. - Chris Fording Thu 9/19/24 8:49 AM
This has been identified as a bug I believe this week. You can submit a support ticket and reference bug 26478629 if you wish to be notified when the fix for this issue gets released. - Mark Sayers Thu 9/19/24 10:17 AM
Christian Block Thu 9/19/24 9:07 AM

I was just about to submit a question as well about this. We noticed maybe about 1 or 2 weeks ago that the email account: notify@teamdynamixapp.com <notify@teamdynamixapp.com> now has an email name of "Public User". Prior emails did not have any name, so there was a change to the actual email address that is setup at Team Dynamix. There is no way to change this that I can see, unless we decide to use our own SMTP server and email. So all automated emails are now showing up with "Public User" such as: reminders, escalations and actual public user submissions. I had a user report it as spam, as they had never seen an escalation come up with that name. This should be impacting all clients. We would prefer a better name if there is going to be one. TDX Notification or something like this. 

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Chris Fording Thu 9/19/24 10:03 AM

We have noticed this same behavior starting this week but it could have started earlier. 
Our Outbound Email setting is setup to also use the Default Email Sender so there is no way to change the display name. 

1 of 1 users found this helpful.