Using automation to check of customer exists and either using that customer or creating a new one

Question

Many of our support requests originate via telephone calls.  Ideally, the Request page would allow us to enter the caller's email address and name.  Then when a Issue is created, the system would check to see if the caller was already setup as a customer.  If yes, the customer would be added as the Reporter to the Issue.  If no, the caller would be created as a customer and then added as the Reporter to the issue.

The caller's email address would be used to search the existing customers.

Is it possible to create an automation that would 1. look to see if the email address already exists in the customer list and 2. either use that customer ID as the reporter or create a new customer and then use it as the reporter?

Brant Schroeder · Answer

@John Gasper why don't you just use the form in the portal?

John Gasper_kjquc4 · Answer

I have a similar need, but the "raise a request on behalf of" feature doesn't help. Users send a request via a generic form, then we have to parse their email out of the message.

From there, we need to assign that email address as the reporter. I'm not finding much luck yet.

Brant Schroeder · Answer

@William Knodel There is no need for an automation.  If you have the user's email address just use the raise a request on behalf of functionality in the service desk.  This will check if they exist and if they do not it will create the account.  https://support.atlassian.com/jira-service-management-cloud/docs/raise-a-request-on-behalf-of-a-customer/