How can I change the issue's initiator using an automation?

[Hergenhan_ Maria]

I want to set the issue's initiator by using an automation.

Issues are created via a contact form from our webpage. The initiator is a no-reply address and the real initiator mail address is a string within the issue description.

I can extract the mail address but how can I set this value as the new initiator?

[Bill Sheboy]

Hi @Hergenhan_ Maria 

Do you want to set the Reporter field for the work item / issue?

If so, when the work item is created, an automation rule could use text functions to extract the email address from the Description field, and then set the Reporter using that email address.

The key to making this work is knowing the layout of the text in your Description field so the email address can be properly extracted.

Here are some references to help you get started creating your rule:

• https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/
• https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Issue-created
• https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/
• https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Edit-issue

Kind regards,
Bill

[Hergenhan_ Maria]

Hi Bill,

as described, I want to set the initiator of an issue, created via a contact form. I am talking about jira service management automation.

Extraction is done but how can I set that value as the initiators email address?

[Bill Sheboy]

For automation rules, the "initiator" is who did the action to trigger the rule.  That cannot be changed.

I asked if you instead want to set the Reporter: the person who is reporting a particular issue.

Please review the linked information I provided to learn how to set the Reporter using the Edit Work Item action by selecting that field and supplying the email address (or the user account ID).

[Hergenhan_ Maria]

Ok Thank you. Now, I got the definition of the initiator, here.

And yes, then it is the reporter.emailAddress that i want to set.

My problem is, that there is no user account in that moment. I would have to add a new customer to my project with the extracted email address (which is a string in that moment) and further, I would set this new customer as the reporter.

[Bill Sheboy]

You are making the distinction between a JSM user and a Customer.  Have you added the customer for the person reporting the issue / submitting the request?

To learn more, please review the different roles for JSM:

https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

[Hergenhan_ Maria]

I've tried to add a new service project customer with that (string) emailaddress within the automation but it doesn´t work because its not an actual email address.

[Bill Sheboy]

If it is not a valid email address, I do not know how you could proceed adding it as either a customer or user.

As you appear to be on a paid license, you may want to work with your Site / Product Admin to contact Atlassian Support and ask for their input.  Your admin can submit a ticket at the link below.  When you hear back from them, please post what you learn to benefit the community.

https://support.atlassian.com/contact/#/