"Person Info" field does not match Reporter

[Atkins, Carol]

Customer submitted a ticket and person info field is blank.  User does not exist in "person info" drop down but is listed correctly on the reporter field.  This is breaking our workflow as it will not route to correct manager for approval.  Where does JSM get "person info" feed from?

[Mikael Sandberg · Accepted solution]

Person info is not a default field, so your Jira admin must have created that. My guess is that it is a user picker field and if that is the case then the reporter needs to have an account on your instance, not just as a customer, in order to be listed in that field. Again, this is assuming that the field is a user picker field.

[Mikael Sandberg]

It could also be a field that is fed by Assets, but you would have to check with your Jira admin regarding this. The community do not have access to customers instances.

[Atkins, Carol]

Thank you Mikael.  All very helpful! I am an Admin on the project so I have confirmed they are in our People Assets.  We hired professional services for the initial setup and config work so I'm struggling a bit to sort out these type of issues until we hire an engineer :)  I will see if I can see where this is pulling from but I agree it must be a user picker field.  Thanks again!

[Joseph Chung Yin · Accepted solution]

@Atkins, Carol -

I agreed with @Mikael Sandberg statement.  You will need to determine how "Person Info" field is populated - (i.e. via WF post function call when issue is created, or via custom automation rule setup)

You will need to check with your Jira admin on the WF front or JSM project admin on the automation rule side.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.