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Automation for Jira - Clone of Service Desk issue - Creator vs Reporter (with Actions for Jira)

Ken Klawiter

Hi,

Hoping someone can assist with an issue I am having. I currently use automation for Jira to clone a service desk request, and we use an actor value to complete the clone. When the request goes to approve, the approver will often ask for a clarification, and return it to the reporter. The reporter does NOT see the request, since they were not the Creator. We purchased Actions for Jira to help when a request is returned to the reporter. However, since the reporter cannot see the issue from his request screen, it isn't helping to solve the problem.

From what I have read, the creator cannot be change. Is there any way, within Automation for Jira we can use the reporter as the creator, and not the actor? The actor we use has Service desk access, while the reporter does not.

Is what I am trying to do possible?

I know this may be a little confusing, so please ask if this doesn't make sense.

Thanks,

Ken Klawiter

Accepted answers

Carlos Faddul_kqcedv

@Ken Klawiter but you want to clone an issue with the reporter or make de reporter the assigne of the issue ?

If you just to clone the issue reporter, you can use the action to "Edit Issue", then select Reporter then copy value from trigger issue/current issue

All comments

Carlos Faddul_kqcedv

@Ken Klawiter but you want to clone an issue with the reporter or make de reporter the assigne of the issue ?

If you just to clone the issue reporter, you can use the action to "Edit Issue", then select Reporter then copy value from trigger issue/current issue

Walter Buggenhout

Hi @Ken Klawiter,

Why do you clone the ticket in the first place? As @Carlos Faddul mentions, you can use Automation for Jira to update the reporter of the cloned ticket, but that means the reporter of the original ticket should have create issues permission in the project where you are creating the clone.

An often unwanted side effect of that procedure would either be that the reporter suddenly sees 2 tickets for the same thing or needs to become a licensed user (if you put your cloned ticket in a Jira project).

Ideally, you should let your approver ask his question through the original ticket, which is the logical place for your original reporter to read and reply to comments. That requires the approvers to be agents in that project. Or you could look into ways to synchronise comments between tickets. The Atlassian Marketplace has options to help you get there.

Hope this helps!

Ken Klawiter

Thank you for the feedback. Long story on why we have to clone the original. Has to do with some previously setup request that weren't properly handled.

Sorry if I wasn't clear on my issue.

I can set the reporter for the 'cloned issue'. It appears (and please correct me if I am wrong) that when we clone the issue, the Creator is the actor we have specified, not the reporter. So the issue does not appear in the Reporter's Request list. I need to find a way to ensure the reporter can see the (cloned) issue in his Request list.

Thanks,

Ken

Walter Buggenhout

@Ken Klawiter

regarding your question:

I can set the reporter for the 'cloned issue'. It appears (and please correct me if I am wrong) that when we clone the issue, the Creator is the actor we have specified, not the reporter. So the issue does not appear in the Reporter's Request list. I need to find a way to ensure the reporter can see the (cloned) issue in his Request list.

Thanks,

Ken

Exactly as @Carlos Faddul describes above, use automation to copy the reporter from the original issue.

And, additionally, make sure to fill out the Request Type on the ticket. When this is blank, the issue won't be visible on the customer portal.

Ken Klawiter

Walter,

Thank you. It was the request type. That was blank. I added it to my automation script, and it works. I was going down the wrong rabbit hole with the Creator vs Reporter.

Thanks,

Ken

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