Jira Automation - Replacing reporter using variables

Question

All of our tickets come in from a service account email. What I would like to do is have the automation scan the description for a user email address, and then replace the reporter with the display name of that email address. I am able to get the API call for displaying user info to work in Postman, but I'm not able to see what's going wrong in the scripting for the Automation. Attached is a screenshot of the json I have cobbled together to attempt this. The testing always results in "Anonymous User" which is telling me either it's not finding the email address or the accounts associated. Please let me know any suggestions.

Trudy P Claspill · Answer

Thank you for the additional information.

You can't set a User Picker field like Reporter to a display name. You need set it to the Atlassian account ID for that user.

Curtis Ciolino · Answer

This is in JSM. The users in testing are licensed. We will eventually get emails from customers, so I will double check those settings. The channel access for the project is set to "Open".

Trudy P Claspill · Answer

Hello @Curtis Ciolino

Welcome to the Atlassian community.

There are now screen images attached to your post.

Please provide a screen images that shows the entire automation rule and the details of each step.

Also, is this for a Jira Software/Business project or for a Jira Service Management project?

If Jira Software/Business project

- is the user you are trying to add to the Reporter field a licensed Jira user?

- does the user have the Create Issue permission for that project?

If Jira Service Management project

- is the user granted Customer Product Access for JSM, or is the user a licensed JSM Agent?

- What is the Customer Access / Channel Access setting for the JSM project?