Automaticaly create ticket for other author

Question

Hi,

I evaluate JIRA Servicedesk and I successfully create a workflow which automaticaly creates a new ticket If another ticket has changed to a specific state.

My problem is, that the owner of that ticket is still that one who has created the primary ticket.

Is there a way to change the author to another user automaticaly?

My goal is to let user create tickets for ordering new Hardware and after our IT Department has created all documents for creating the order a subticket should be created which is send via e-mail to our administration, including all attachments.

Preferably with attachments directly in the mail and with no need to open the portal.

Is that possible with Jira Servicedesk?

Max Foerster - K15t · Answer

Hey Tobias,

you will have a hard time "just" to do this as well. There's no post function available to send an email and using the built-in automation you can't attach the attachments. But you could at least get the summary without any problems. This leads me to what I already said. At some point, you will have to start looking at the Atlassian Marketplace to enhance your workflows. Take our app Jira Workflow Toolbox for example. It offers an easy-to-use Send Email post function covering your attachment needs (and I'd say every other need in regards to email):

Unfortunately, you won't be able to achieve that with built-in functionalities.

Best, Max

Tobias_Friede · Answer

Hi,

yes, I mean the "reporter".

Another solution would just to add the possibility to send a summary including all attachments via E-Mail to our administration without creating a new ticket.

Would that be pssible?

Max Foerster - K15t · Answer

Hey Tobias,

we have three different personas involved here. They are given by the system:

* Creator
* Reporter (can be changed to a different user in the UI)
* Assignee (can be changed to a different user in the UI)

So when you speak about the "Author" I guess you want to change the reporter. Just to stay in Jira speak. Or do you want to assign the issue to a specific user?

Without having all the details about your process (do you have to get field values from another ticket etc.) you will pretty quickly reach the end of Jira's workflow capabilities. So at some point, you will have to look at available third-party apps on the Atlassian Marketplace enabling you to come up with some really smart workflow automation.

Best, Max