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Changing the reporter field with a smart value and keep getting an error

David B_wzy7eu

We currently have a Jira Service management project set up that gets emails from another system and it generates issues. Currently every issue is listing the email address we configured on the other system as the reporter. In the description we have the actual customer's email and I am able to pull it from the description and populate it in a custom email field. The problem I am running into is when I try to make an automation rule that will take the email field and put its value in the reporter field. Currently I am getting the error in the audit logs for the automation rule:

(Specify a valid value for reporter (reporter))

Here is how I currently have the automation rule setup:

Image 14.jpg

Any ideas or insight into this would be great. Thanks.

Accepted answers

Simmo_9kntn7

Hi @David B,

I think you need to use the Add Customer Action to add the email address as a customer, then try what you're doing.

Let me know how that goes.

Cheers,

Simeon.

All comments

Simmo_9kntn7

Hi @David B,

I think you need to use the Add Customer Action to add the email address as a customer, then try what you're doing.

Let me know how that goes.

Cheers,

Simeon.

David B_wzy7eu

Thanks for the response Simeon but that does not resolve the issue, it adds the customer but when I try to assign it to the reporter I am still getting the same error.

Image 15.jpg Image 16.jpg

Simmo_9kntn7

Hi @David B

My apologies, I forgot to add the other important step. You cannot reference a user by email address. However, when we add a customer they are accessible via the smart value customer.

You can use this to get the account ID which will be accepted:

{{customer.accountId}}

I have just tested that and got it to work. Hopefully that should sort you out!

Cheers,

Simeon

David B_wzy7eu

Simeon -

You are amazing thank you. That seems to be working. Not sure if I need all of the re-fetch data calls but it gets me to where I need to go. I appreciate the help.

Matt Adorjan

@David B - this is similar to a problem we are trying to solve and looks like Simeon's solution could work for us too! Do you min sharing how you are pulling the customer's information from the "Description" and putting it into a custom field? I assume that is happening in your "Then: Edit issue fields" step with some regex?

Thanks!
Matt

David B_wzy7eu

@Matt Adorjan -

I use a smart value to pull the string from the description field and set email to it's value:

Screenshot 2021-05-24 101611.png

{{issue.description.substringBetween("email ", " ")}} is what I used, your mileage may vary.

https://support.atlassian.com/jira-software-cloud/docs/smart-values-text-fields/ is what I found invaluable for a reference to get what I wanted.

Omer Joffe (MG)

Hi @David B & @Simmo
I'm dealing with kinda the same issue as mentioned above, trying to "add a new customer" based off a custom field, and then set this customer as a reporter.
I didn't fully understand what should be configured within the last condition "edit issue filed reporter". @David B could you please share the workflow that worked for you? I see that @Simmo suggested the action {{customer.accountId}}, but it doesn't seem to work for me.

thanks!!!

Simmo_9kntn7

Hi @Omer Joffe (MG) ,

Could you share a screenshot of your rule setup and where you're stuck?

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