Hi Use case: * When a client responds to a closed issue, create a new linked issue with the last comment as a description, and the reporter set to either the comment author or the original issue reporter Problem: * Whatever I try "Automation for jira" is being set as the new issue reporter * The reporter cannot be then edited Clone issue, smart values or copy value does not work. Every time the "Automation for jira" reporter is being set. This poses an issue, as I don't want agents to engage clients in closed cases due to the SLA concerns. Here is my setup:

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Help with project automation

Support team_f4q8ri

Hi
Use case:

When a client responds to a closed issue, create a new linked issue with the last comment as a description, and the reporter set to either the comment author or the original issue reporter

Problem:

Whatever I try "Automation for jira" is being set as the new issue reporter
The reporter cannot be then edited

Clone issue, smart values or copy value does not work. Every time the "Automation for jira" reporter is being set. This poses an issue, as I don't want agents to engage clients in closed cases due to the SLA concerns.

Here is my setup:

2022-04-27 12_35_16-Window.png

Accepted answers

Stefan Salzl

Hi @Support team -- welcome to the Atlassian Community,

by default the actor of an automation rule is the addon-user "Automation for jira" which means the actions will be processed with this user (eg. commenting, creating issue, reporter, etc...). This can be set in the automation rule details. This can also be set to "User who triggered the rule" (see screenshot) --> keep in mind that the needs sufficient rights to run the automation rule.

Hope this helps and solves your problem.

Best
Stefan

All comments

Stefan Salzl

Hi @Support team -- welcome to the Atlassian Community,

Hope this helps and solves your problem.

Best
Stefan

Support team_f4q8ri

I'm not sure if we are aligned on this topic or I'm missing something Feel free to correct me if I misunderstood your message, but what I want to achieve is to put in the Reporter field a customer (not an internal user) who issued the original issue, so that in the new issue the outgoing communication is reaching that customer.

My layman's understanding is, that the Clone method should do the trick and set the requester up as in the original issue, but even that fails. In both Create issue and Clone I get info as if the system could not read the reporter correctly:
2022-04-28 12_29_04-Window.png

Stefan Salzl

Beforehand I have to say that I am not a ServiceDesk professional and I try to connect my knowledge from Jira/ A4J here.

To clarify the point you mentioned let me put this in a use case with examples:

let´s say we have "Issue A" which is closed already. Reporter of "Issue A" was "Customer_1".

Now when a comment is added to "Issue A" a new issue "Issue B" should be created, body of the previous comment should go into description.

regarding the reporter:

Could the customer that added the comment be another one than the customer who reported "Issue A"? if so...
should the user/customer of the comment should be added to the newly created "Issue B"? Or...
Should the reporter be copied from "Issue A" to "Issue B"?

Best
Stefan

Stefan Salzl

@Support team one more question that came up with the error message from your last post:

Is there a special screen defined for "create issue"? Is the field "Reporter" available on the Create screen and can this field be edited in the create screen?

Best
Stefan

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