Copy Reporter from Jira Service Management to the triggered issue in Jira

[Daniel Gavrila]

Hi, 
I have automated the creation of a ticket in Jira when another ticket in Jira Service Management (JSM) is progressed to a certain status. 
What I cannot do is to get the Reporter of the JSM ticket copied across to the Jira ticket, no matter what I tried. The final set-up looks like below but the result is still "Automation for Jira". I tried to use Copy Reporter from trigger issue/ current issue (I don't know which is which anymore), I have used {{triggerIssue.fields.reporter}} or {{triggerIssue.reporter}} to no avail. What am I doing wrong? 
I thought it could be because the reporter in JSM is not a licensed user in Jira. But I then created the tickets in my name, and I am. 
Thanks

[Trudy Claspill · Accepted solution]

Hello @Daniel Gavrila 

What is the output in the Audit Log for the rule execution?

How is the Create Issue permission allocated for the destination Jira project?

If the Reporter of the JSM issue does not have permission to Create Issues in the destination Jira project, I'm pretty sure that the Reporter field of the Jira issue cannot be set to the JSM issue reporter.

In the last image you have triggerIssue.creator. The Creator of an issue is not necessarily the same as the Reporter. When an issue is created through an Automation rule, then the Creator of the issue will be the Actor of the Automation rule. When an issue is raised by an Agent in JSM (through the customer portal) on behalf of another user, then the Agent is the Creator of the issue.

[Daniel Gavrila]

Hi, @Trudy Claspill , thanks!
I used Creator eventually because I noticed that in the JSM the user who logged the ticket was named Creator. I started with Reporter, though, in all forms and shapes. 

Indeed, a ticket in Jira can only be created by certain roles. But in this case, I am the Reporter in JSM and I am also the admin in Jira - and have all those fancy roles needed. Still, when I logged a JSM ticket under the name of a user who doesn't have access to Jira, the result was the same: the ticket in Jira has been created, but by the same old Automation for Jira. 

This is the output in the Audit Log: the Reporter field is unavailable for this action:

[Mikael Sandberg]

Based on the errors I would check the create screen used in the destination project to make sure that the fields you are trying to copy are present on that screen. If they are not then the automation cannot set them.

[Daniel Gavrila]

Isn't the Reporter a default field? Because, indeed, I didn't specify it in the screen. Yet it still exists: 

[Mikael Sandberg]

So you can have different screens for create, edit and default. Normally you only have one for all three with the new UI and the layout. So the reporter could be on the default one but not on the one for create if you are using different screens.

[Trudy Claspill]

The Reporter field has to be added to the screen used when creating the issue. If you can't set the field manually when creating the issue then the Automation Rule won't be able to set it. 

The last image is from an issue already created, not from the screen used to create the issue.

[Daniel Gavrila]

It worked! You were right!
I changed the condition to this, though: {{triggerIssue.reporter}}. I attach a screenshot of the complete rule.
Thank you very much! 

[Daniel Gavrila]

Ah, and one more thing. I tried creating the JSM ticket with a customer, who is not a licensed user in Jira, and it worked, she appears as the Reporter in Jira, with full name.

[Mikael Sandberg]

Have you tried using the Copy option like you do for URL? Have you tried using {{issue.reporter}}?

If you want to verify that your smart value has a value you could add a log action, that would help with troubleshooting.

[Daniel Gavrila]

Hi, @Mikael Sandberg thanks for your help, I have indeed tried the Copy option. I hadn't {{issue.reporter}} but I have now and the result is still the same, unfortunately.