When changing the reporter, is there a way to notify the new and previous reporter?

Question

We currently have an automation rule to email the current reporter when the reporter is changed to someone else. Well, with this setup, it sends an email to the new reporter, which is great, but my manager wanted it setup to also notify the previous reporter that they are no longer the reporter for this ticket. Is there a way to notify both the new and previous reporter?

Ryan Hormann · Answer

Yeah that is what I currently have setup. Is there a way to use the {{fieldChange.from}} smart value in an automation rule variable?

Trudy P Claspill · Answer

Hello @Ryan Hormann

When asking for help with an Automation rule it will enable us to help you more effectively if you share screen images of the entire automation rule.

Without having that information, I might assume the following:

1. The Trigger that you used was Field Value Changed and the field you are monitoring is Reporter.

2. You are using a Send Email action, and in it you have specified in the To field.

Is that correct?

You can access the account ID of the user that was previously specified in the field with the smart value {{fieldChange.from}}. Unfortunately you cannot get the email address of the formerly specified user as that is not part of the information captured in the {{fieldChange}} smart value.

There are a couple of options you can explore:

1. Use a Send Web Request action to call the Jira REST API to get the email address of the formerly specified user.

2. Since you have the account ID, use a Comment Item action to add a comment to the issue mentioning the formerly specified user. That should result in an email being sent to that user; i.e.

[~accountid:{{fieldChange.from}}], you are no longer specified as the Reporter for this issue.