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Setting email cc user as reporter in JSM

unknown

Hi, requesting some help with this issue.....

We're using a Microsoft form + power automate for users to report issues to JSM.
The form is using my email account for send privileges.

As a result, once the form hits JSM it has myself set as the reporter.

Is there a way we can ensure the reporter is set to the actual reporter who is cc'd in the incoming email request?

This is how far I've manage to get, I can get the current reporter cleared but can't yet find a way to add in the correct reporter:

Screenshot 2024-04-22 at 12.54.06.png

Accepted answers

Kris Dewachter

Hi @[deleted] ,

Welcome to the Community.

You mentioned the actual reporter is cc'd in the email request.

Is this reporter then also added as a "Request Participant" to the ticket ?

If so, you could probably retrieve it in the automation rule and set this user as the reporter.

Offcourse presuming he/she has the correct permissions and an account.

Best regards,

Kris

All comments

Kris Dewachter

Hi @[deleted] ,

Welcome to the Community.

You mentioned the actual reporter is cc'd in the email request.

Is this reporter then also added as a "Request Participant" to the ticket ?

If so, you could probably retrieve it in the automation rule and set this user as the reporter.

Offcourse presuming he/she has the correct permissions and an account.

Best regards,

Kris

unknown

Hi @Kris Dewachter

Thanks for the prompt reply & warm welcome.

The correct cc'd reporter is indeed added as a "request participant"

I've tried editing the reporter to the value below but it still isn't adding it in from the request participant field. Any idea where I might be going wrong?

{{issue.Request participants}}

Many thanks,

Henry

Kris Dewachter

Hi @[deleted] ,

I tried it with an automation rule and it seems to work like this :

First get the request participant

Screenshot 2024-04-22 at 19.09.26.png

And then update the reporter :

Screenshot 2024-04-22 at 19.10.23.png

Offcourse this only works if there is only 1 request participant.

And also, the request participant user must be registered as a customer. Are you able to set the request participant as the reporter manually in the Jira backoffice ?

Best regards,

Kris

unknown

Thanks for your help @Kris Dewachter

We now have it working

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