Automtion for Jira: Linking Requests Based on Customer

Question

There is an example in this article for linking JSD requests together automatically based on the customer who raised them (if Customer A raises a request, that request will automatically be linked with other issues previously raised by Customer A)

https://blog.codebarrel.io/7-practical-automation-rules-to-turbocharge-your-jira-service-desk-62430d76d16d

However, the solution in this article does not seem to work in a post-GDPR world.

Does anyone have an automation rule example for achieving this?

Lachlan_m9c4si · Answer

HI @Avinash Bhagawati _Appfire_

Here is the automation rule (basically configured as you gave me above). It works great for logged in users, but not for email channel users or anonymous users.

Avinash Bhagawati _Appfire_ · Answer

Hi @Lachlan ,

can you share screenshot of your automation rule what you have configured ,it will helpful to troubleshoot more.

Thanks,

Avinash

Lachlan_m9c4si · Answer

Hi Avinash

That rule works well for the most part - however it seems to fail for email channel users, as their username contains the '@' symbol.

Here is an example error message:

(reporter = example@example.com))" - Error in the JQL Query: The character '@' is a reserved JQL character. You must enclose it in a string or use the escape '\u0040' instead. (line 1, character 43)

Any ideas for getting around this?