Concepts

Acting modes

Every action Proxy Agent performs runs in one of two modes:

Mode	What customers see	When to use it
App mode	The action is attributed to the Proxy Agent app itself.	Automation, system-style messages, or when you do not have a specific human agent to attribute to.
Impersonation mode	The action is attributed to a configured Jira user (the service desk agent you select). Their name and avatar appear on the comment, transition, etc.	The common case. Pick one named agent (for example a "Service Desk Bot" user, or a senior agent) so customers see a consistent, human-readable identity.

Configuration precedence

There are two layers of configuration:

1. Global app config, set on the Apps → Act as Agent Configuration admin page. Applies site-wide unless overridden.
2. Project override, set per service desk project on Project settings → Act as Agent. Wins over the global config.

Project override (if set)  →  Global config  →  App mode (fallback)

If a project explicitly chooses "Use global setting," it falls through to the global config. If the global config is also unset, actions run in App mode.

Permission gate

The Act as Agent project permission decides who is allowed to click the action button on a given issue. It respects per-issue scheme conditions like Current Assignee, so you can scope the action to, for example, "the assigned agent on this ticket plus the project lead" without granting it to the whole project.

Audit log

Every action (comment, transition, edit, link change, worklog) is written to an audit record stored inside your Forge tenant. Records include who triggered the action, who it was attributed to, the issue, the project, success or failure, and operation-specific details. The audit log is browseable from both the global admin page and the per-project settings page.

Records are retained for 90 days and then expire automatically.