Configure the global default

Pick the agent identity that Proxy Agent will use site-wide.

The global config is the default identity for every service desk project, unless that project sets its own override.

Open the global Settings page

  1. Jira, then your avatar, then System settings → Apps.

  2. Click Act as Agent Configuration → Settings.

    admin-page-settings-empty
    Admin Settings page on first open, with App mode selected by default

Choose an operation mode

  • App Mode: operations appear as if from the app. Pick this if you want a system-style attribution rather than a human one.
  • User Impersonation: operations appear as if from a selected user. Pick this for the common case where a named "service desk agent" should appear as the author of every action.
admin-page-settings-app-mode
Admin Settings page with "App Mode" selected, no user picker visible

Pick the service desk agent (impersonation mode)

When you switch to User Impersonation, a Service Desk Agent picker appears below the mode selector.

admin-page-settings-impersonation-empty
Admin Settings page with User Impersonation selected and an empty agent picker open
  • Type at least two characters to search.
  • The picker searches users assignable to your service desk projects, so non-agent users will not appear.
  • Pick exactly one user. Their avatar and display name confirm the choice.
admin-page-settings-impersonation-filled
Admin Settings page with an agent selected, showing avatar and name

Save

Click Save Configuration. A toast confirms the save. If the save fails, an error banner appears at the top of the form. See Troubleshooting.