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Jira Workmanagement - reporter vs creator vs agent

Jan Šimek_zu1qlq

Hi,

I would like to find out about few things.

We have a project for our agents, who are creating issues and these requests are then completed by different department.

But even though in details of issues I can find who created it, for some reason I do not have this person, who created the issue - who is our agent to display as reporter, which is causing us issues, as we cannot work properly with email notifications and also automation does not work properly, as no email coming to reporter side, as there is none.

Any help here regarding this?

Thank you

Accepted answers

Jack Brickey

Hi @Jan Šimek ,

firstly you mentioned Jira Work Management however you also mention agent which makes me wonder if you’re talking about Jira Service Management?

Secondly, I certainly understand the confusion when considering the reporter and creator fields. While they seem like the same thing, and often they are, the purpose for having two is to accommodate opening on behalf of another individual. Again the only place I’ve seen this in use is with JSM when an agent opens an issue on behalf of a customer.

You should see these fields on your screen but if not please check your screens and add the fields as required. This can be done under project settings, screens.

All comments

Jack Brickey

Hi @Jan Šimek ,

firstly you mentioned Jira Work Management however you also mention agent which makes me wonder if you’re talking about Jira Service Management?

You should see these fields on your screen but if not please check your screens and add the fields as required. This can be done under project settings, screens.

Jan Šimek_zu1qlq

Hi @Jack Brickey

yes Work Management is what we are using currently as it comes with different project templates, which we are in need of. As I have created the workflow from scratch and anything else as well I am just wondering about this.

Let me give you example:

My colleague creates a request for something to be done. As the request continues my way and I have to setup some stuff in our internal system and then it continues along the workflow.

The use case in this certain example is that when my colleague is not responding or updating some of the requests (issues) I have created few of these automated notifications, which should be coming to his email, to remind him, that he should do something about the issue, or that the issue is completed etc. But as there can be multiple "creators" of the issue I do not want always to create automation, which works with exact email, but to have more summarized automation, which will send this notification to whoever is the one, who is creating this request (issue). And so as I have experienced, there are some situation, in which creator can take place and there are some, where only reporter can take place. As I have tried to fiend on the internet and on community, if no reporter stated, it always should be a creator and so then I am wondering, why the system is not able to recognize the person, who is creating the issue is also the reporter and then send the notification correctly. Also as I have find on internet, the reporter should be anybody who is in group of customers - which is actually funny, as there is no group "customers" at least i have not been able to find it. So i wonder for it work as it should, should I create a group called "customers" and insert my colleague into it for it to work correctly? But then again it does not make sense, as if creator of the request is my colleague, system knows his email address as there are email notification, which is system sending anyways. Do you have any workaround or help on this? Because I am just not able to figure it out effectivelly.

Thank you

Jan Šimek_zu1qlq

Also I am inserting our issue, as you can see, there is reporter even though it is allowed in screens, so I am wondering... Issue screen.png screen edit issue.png

Jack Brickey

So a few clarifying points here...

in JWM "agents" do not exist at least not as defined by Atlassian
By default the person creating the issue will be captured in the Reporter field
by default Creator is not part of JWM templates, at least in my experience and current understanding

I would be interested in the results from the following JQL query

Issuekey = aur-48

choose to display Reporter and Creator columns.

it would be interesting to see your History of this issue as well.

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