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set assignee from webhook data

fishern

a bit of an odd request, but we have a live chat tool that I can extract data from a webhook when the chat ends. I am using this to create a ticket in Jira, however I am not able to map the assigned technician easily.

I am able to post the agent's name in the description of the newly created ticket so I thought I would try to setup a table to map this. I've tried email and Atlassian ID but no dice.

here is a snippet from the edit part of the rule

looking for any ideas how to pull this in for editing the assignee of the tickets.

ps. this works fine and displays the agent name:
description update.png

Accepted answers

Mikael Sandberg

Is the lookup returning the agent based on the webhookData? If not, could it be the case that you have a white space in the result from the webhookData for the assignee? If you add .trim does that change anything?

All comments

Mikael Sandberg

fishern

The payload is presenting the agent name which is what I’m using to post in the description.
im struggling to sort out how to use that with the table/assignee part of the automation. I figured this was the only way to grab the agent name and change the assignee in Jira

Mikael Sandberg

You could do a web request to Find users endpoint instead of using a lookup table. The endpoint can search both on displayName and emailAddress.

said kouzibry

Just adding the name like that will not work, you need to use the accountId of the user, @Mikael Sandberg provided the solution, I will expand on that. Do a web request to the user search end point (https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-user-search/#api-rest-api-3-user-search-get) then extract the accountId of your user and use that to set the Assignee.

Making a web request to your own site's rest api will require the Authorization header, you will find more information on that here Basic auth for REST APIs.

Iryna Ihnatiuk

Hello @fishern ,

Have you ever considered using apps like our Chat for JSM as a live chat solution? With this app, you can add a live chat widget to Jira Customer Portal or any website/ app. Jira tickets will be created automatically, and all messages will be synchronized with comments, so you won't need to do it manually.

Let me know if you're interested and we can arrange a quick demo.

Thanks,
Iryna
Appfire

fishern

I have tried to use the account ID directly in the table. My issue is the Display name in our Chat tool (where the webhook payload is coming from) does not match the name in Atlassian user list. This is why I wanted to manage this manually.

I am not sure if this is a limitation within Atlassian as I can use the chat tool's automation to create a similar table, spit out the assignee with no issues. I just have to pay for the automation to run so I was hoping to save some cost doing the same thing in Jira.

I seem to be able to post to the description with the information with no issues, just can't seem to have the Assignee smart value fully correct.

fishern

thank you, but we are looking to enhance our chat with a chatbot interlaced before chat. I don't think your tool shows that as a function.

fishern

I like this idea, but the user lookup I think would be different as the chat tool uses a different display name than what is showing in Atlassian. Why I figured the table was a good way to go as it seemed to be the only way I can match up the unique information from chat/jira and pump out what i assign.

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