Emailed request reporter copy to custom asset field

Question

I've seen a few questions like this, but without as much detail and none have the answer I need.

For emailed requests, we need the reporter’s name (which is the person who sends the email) to get copied into a custom asset user field.
If I set the automation to just add a comment to the ticket, with the reporter’s name, it works, so I know it's pulling the info from the reporter field.

When I add that I want it to copy the name into the custom asset field, I get this error:
“An error occurred while requesting remote information
Bad Request
No fields or field values to edit for issues (could be due to some field values not existing in a given project):”

The field does exist, though, and I can manually update it.

I’ve tried it a couple ways and have gotten the same type of message.

1 – just trying to copy from the reporter field into the asset field, using different smart values.  None of them worked.
{{issue.reporter}}
{{issue.reporter.value}}
{{issue.reporter.name}}
{{issue.reporter.displayname}}

2 – Object lookup first and then copy the lookup object.
objectType = "Employees" and "Jira User" = {{issue.reporter.name}}
Edit the field using this smart value - {{lookupObjects.name}}
I also added a comment using that smart value to make sure it worked and the comment did get added correctly.  It just won’t edit the field.

Is there a way to get the automation to update it?

Thomas Gavin · Answer

Hi @Sue Lund

This is an old one, but for what it's worth. Please take a look at this article from Atlassian. I believe this what you are looking for.

https://confluence.atlassian.com/jirakb/how-to-auto-populate-the-assets-object-field-based-on-the-reporter-field-of-the-ticket-using-automation-1116298907.html

Sue Lund · Answer

Thank you Joseph.  The custom asset field is being used, currently, in JSM with no issues.  It is the field that our portal customers select their names from when submitting requests or issues.  In Assets, we have it referencing the Jira user field, which is where the reporter info comes from.
For the attributes, for myself, Name = Sue Lund and Jira User also = Sue Lund
When I submit a ticket, the reporter = Sue Lund
The submitted issue has the custom asset field in it - Affected User (Assets) and I can manually select my name from it.  I just can't get automation to do it.
We can copy from it to a custom user field, but we can't copy to it from the reporter field.
Does that help?

Joseph Chung Yin · Answer

@Sue Lund -

Hi Sue:

Can you confirm that the custom field (sourced from Assets schema) is setup properly against your JSM project in question?

Please provide a bit more information on your findings, so we can further assist on your ask.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.