How to appoint a task Reporter from a custom field?

Question

Hello,

We use the Jira service desk for our support department. We receive most customer tasks from Intercom (converting chat to task via Intercom to Jira integration). All tasks are created by the administrator account as Reporter. In these tasks we have a custom field with the client email (from Intercom chat). So we have to copy the email from the custom field, add the email to Jira customers, and change the reporter to a new one. Our agents do it manually, and it's not very convenient or reliable (you can forget).

So, I need help or advice. How can we automate the process of adding email from custom field to Jira clients and then appointing a reporter?

Thank you very much for your time.

Support Team [Clearvision] · Accepted Answer

Hi Voldymyr

Welcome to the Atlassian community!

Based on what you are describing there is possibly a way to achieve this via automation in Jira cloud

A rule with the following steps may work for your use case:

Here the rule is getting the value of a custom field I named intercomcustomfield and would be replaced with whatever field name is used to store the email address on your side. Then the rule is adding that email as a new customer in the service management project.

The rule then edits the the reporter field with the value of the newly created customer

In the reporter field you would use the smart value