Change ticket creator email address in the ticket for follow up at the creation of the ticket

Question

Hello,

I have 4 different clients who use their own email address to create tickets, but they want to use a generic email address for tracking.
I want to automatically change the ticket creator email address {{reporter.emailAddress}} to a generic email address for these specific users using an automation rule or other way to modify this value.

Is it possible

Harold Levasseur · Answer

Hi Stanley,

Last question this is about the syntax for modify the reporter.emailAddress.
I tried many ways but something is wrong in my syntax.

Stanley Duback_u509bh · Answer

So you can do this in automation, however in the future you may want to know the original submitter. If you are just solving for trying to get this other email address to have notifications I would use the request participants function. It accomplishes the same thing without losing your original submission data.

What are request participants? | Jira Service Management Cloud | Atlassian Support

However here is how you can do this, set your trigger for issue being created, set the condition for if value of field equals org, and org equals the organization you just created that those 4 users are in, then complete action.

However I would recommend editing the field for request participant and adding them if that would work for you. So that the original requester does not lose access and notifications to the ticket, however if that is desired the above automation will work.

Harold Levasseur · Answer

I have 4 clients who are part of the same organization. If a ticket is created by one of these 4 clients, I want to change the email address that refers to the client for the communication of this ticket between the client and the agent in order to have a generic email address that will be used for notifications coming from JSM. Normally if a customer creates a ticket, communication or any other notification between the agent and the customer will be done via the customer's email address which is registered in the system. I need to change this communication and exchange address for tickets made by one of these 4 customers. Ex :
Email address of my 4 clients:
Client1@gmail.com
Client2@gmail.com
Client3@gmail.com
Client4@gmail.com
I have a generic address generic@gmail.com and each of my 4 clients have access to this address.
I would like a rule when creating the ticket which would ensure that for all tickets created by one of the 4 clients, the exchange email address is not that of the client but the generic address.