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What's the best way to configure the webhook to provide accurate reporter details?

Leslie Martin_zgb1za

We have a cloud instance of Jira Service Management. We are using automation to post a web request to a 3rd party software when tickets are created and edited. Our 3rd party software needs to know the reporter information.

We had it working using the Reporter.EmailAddress, but that is banking on users making their email addresses visible.

How do we know predictably which Atlassian customer account created any given ticket?

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Leslie Martin_zgb1za

The User fields include the email address upon creation of a ticket. But our webhook only fires when the rule is assigned for the first time. At that point, it does not provide the user information of the creator or reporter.

Our use case is querying for additional contact information in our 3rd party software. But Jira provides us with no customer identifier, other then the name, of which we can have duplicates.

I see the account id, but for that to work, we would need to add all those id's to our 3rd party database.

I hope someone can help. I haven't found good documentation on these payloads.

Jehan Bhathena

Hi @Leslie Martin ,

Welcome to the Community.

Please can you add the answers for the below points:

You trigger a Jira Automation when a new JSM ticket is created?
Can you share a snapshot of the automation that you've configured to achieve this?
Have you tried using the "Log Action" to see what value is printed for for the reporters Smart Value? https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/#Available-properties

Leslie Martin_zgb1za

Hi, Thanks!

Rather than trigger an automation when a ticket is created, we are doing it when a tickets is assigned for the first time only. But the automation needs to contain identifying information about the account that created the ticket.

I'm new, and I hadn't seen Log Actions. That's a good suggestion, but still doesn't provide the necessary information.

Jehan Bhathena

Hey @Leslie Martin ,

Thanks for the update.

Few things I can suggest:

Try using the "Validate your web request" Option to see if the API works first
I'm assuming you're sending data to another system, does this system accept Jira's issue data format?