Automation - Change customer

Question

Hello,

User "123@123.com" has created an issue. Inside that issue there is a custom field where it is defined another user "321@321.com"

Is it possible to do some automation to copy that issue but change the customer from the original to the custom field one?

There is a 3. party company that are sending us automated emails that is from a noreplymail. Inside the body we see the email for the customer. We want to create the issue with the customer not with the 3. party company.

Petter Gonçalves · Answer

Hello @Jørgen Gomo

Thank you for the details.

After reading your request a second time, I see that you want to change the reporter of the issue, not the assignee. Sorry for the confusion.

That being said, please confirm if the user added to the issue custom field is a customer in your site and edit your Automation rule to add him as the reporter field, not as the Assignee.

Jørgen Gomo · Answer

Hello,

Thank you so much for the reply! Looks like the automation will work, but i get another error now.
It says that the user does not exist.

Is there any other automation to create new user based on the new issue?

Petter Gonçalves · Answer

Hello @Jørgen Gomo

Thank you for reaching out.

Per your description, I understand you want to configure an automation rule to create a new issue when an issue is created, copying the values from the original issue and adding the user selected in the user picker custom field of the original issue as the reporter on the new issue created. Is that correct?

You can achieve it by following these steps:

* Navigate to your SD Project > Project settings > Project Automation (Not Automation)
* Create a rule that will copy the values from the trigger issue and use the smart value {{issue.My custom field name}} to copy the custom field to the assignee of the new issue created. You can follow the screenshot below as a template:

You can check the documentation below for more details about smart values:

Smart values - general

Let us know if you have any questions.