Change reporter field on Service Desk issue using automation

Richard Zawaski

Hello,

    I am attempting to create an automation rule to change the reporter on the ticket to a new existing customer based on the existing reporter, basically:

 

if reporter = x then edit issue and change reporter to y;

 

I am using Service Desk in the cloud, and it appears there is an "advanced" edit mode for an automation rule but I can't seem to find it. The GUI only gives me a limited set of fields to change which does not include reporter.

Jack Brickey

Richard,

while you can have the IF condition be reporter = x, unfortunately you cannot edit the Reporter field in the THEN action. Now you can update the Requestor field and maybe that would meet your needs. If not I think you would need to turn to an addon e.g. Automation for Jira, Scriptrunner, Power Scripts, etc.