Assigning the requester to a work request

Question

Hello everyone,

I have an app with a request form, when my users send a request, JSM is creating the request with my app as the "Reporter".

I need the reporter to be the email of the user which is passed on in a structured format in the body of the email, but I cannot find a way to parse the email body and set the "Reporter".

Hope I can get some direction on how to accomplish that.

For now I am using the Free Plan and running a trial on the Standard Plan but I am hoping, for now, to be able to do this under the Free Plan as I don't have any revenue yet.

Thank you,

Vander

Kai Krause_xx7uj7 · Accepted Answer

Hi Vander,

To set the reporter of a request in Jira Service Management (JSM) based on the email body, you typically need to use automation rules. You can use smart values for text fields to parse out the data you are looking for and set it to the reporter field. Try to have have a look at the documentation here.

The free plan  allows i think 100 automation rule runs per month. So you have to consider

* Trigger: Use the "Issue Created" trigger.
* Condition: Check if the issue was created via email.
* Action: Use the "Edit Issue" action to set the reporter field.

Since I don't know how your app communicates with JSM, it's relatively difficult to make a general statement here. How about using the JSM standard functions ?

BR
Kai

Tomislav Tobijas · Accepted Answer

Hi @Vander Bonachuck ,

You can try using automation for that, just a note that the free plan has its limits when it comes to rule executions.
Anyway, when it comes to automation, you can try using something like mentioned in the following discussion: https://community.atlassian.com/forums/Jira-questions/How-to-extract-an-email-address-from-issue-description-field/qaq-p/2413258 (it might need a little bit of tweaking)

On the other hand, if you have your own app, I would also recommend researching Jira REST API as you could, potentially, parse that content there (or maybe you even have a form field for the email?) and you could simply send that value as the request/ticket reporter field. 🤔

Hope this helps.

Cheers,
Tobi