Jira Automation: Set Request Participant as Reporter on Ticket Creation

Question

Hello everyone,

I’m hoping someone can provide guidance or a template for a Jira automation rule my team is working on.

We receive automatically generated scheduled emails that create Jira Service Management tickets for "Task X." Our current automation rule correctly identifies these tickets and adds the necessary internal comments.

What we’re trying to accomplish next is this:

When the ticket is created, a request participant is automatically added. We would like the automation to take that request participant and set them as the Reporter of the ticket.

Has anyone implemented something similar, or can you point me to the correct way to reference the request participant and update the Reporter field via automation?

Thanks in advance for any help or examples you can share.

Taylor Hammerling · Answer

Allow me to provide some contect :D . I work with Steven.

The tickets are being generated via an email from our knowledgebase system.

The email being sent is a reminder to perform quarterly knowledgebase article review.

The email is sent to the ingest email of our JSM with the person who needs to perform the knowledgebase article review CCed.  The person who needs to perform the knowlegebase article review is the owner of the article, so it's different for each email that is sent.  We don't have any ability to change the knowledgebase notification system.

So, the ticket that is created has a reporter of a no-reply address, and a single request participant.

We want to move the user from request participant to ticket reporter.

We have an automation set up that fires when a ticket is created with the reporter set to the no reply address, we are just trying to get moving the request participant to reporter working.

Alex Ortiz · Answer

@STEVEN HAWORTH

Do you have some screenshots of this?

When an email is sent to JSM, the sender of that email is automatically the Reporter.

Anyone that is CC'd becomes the request participant(s).

Even if there was an automation rule to do this, what happens when you have 2 or more request participants?  Reporter can only have 1 value in it? How would you choose which request participant becomes the reporter?

How is the request being created without a reporter????

John Funk · Answer

Hi Steven - Welcome to the Atlassian Community!

How is the person getting automatically placed in the Request Participant field? And why not put the same user in the Assignee field at the same time?