How to add a reporter with an already registered Email.

[Stefan Peev]

Hello,
I would like to ask you, how to add a reporter when having his "E-mail" and "an account already exists for this email", so (Add new customer + {{customer.accountId}} is not useful in this situation.)
With smart value {{E-mail}} :  (Specify a valid value for reporter (reporter))

Thanks in advance,
regards, Peev

[Stefan Salzl]

HI @Stefan Peev and welcome to the community,

Could you specify/describe your requirement more in the scope of a use case? what is the problem you trying to solve? what is the entry point of your action?
From the description I cannot follow where this happens, where does the email input comes from, etc.... In order to find a good solution it would be hepful for us to understand the use case and its details.

One more thing:
There can be only 1 reporter. So reporters cannot be "added" but "changed". Furthermore as far as I know this field can only be set with accountID of a user. 

Best
Stefan

[Stefan Peev]

HI, @Stefan Salzl

We receive customer requests from fixed email, with description: Name, E-mail, tel., etc.
At this moment, the reporter is an Automatic fixed email, who sent us a request.
So, my goal is to take the E-mail from the description and to change the reporter, using the email from the description field. (email is already an existing customer)


regards, Peev

[Stefan Salzl]

Hi @Stefan Peev 

is this in the scope of jira service desk? Where exactly are those requests created/where do they come from into your system and how is information (email, name, ...) inserted into description?

Best
Stefan

[Stefan Peev]

HI, @Stefan Salzl 
Yes, this is in the scope of the Jira service desk. We have a customer request type that creates itself from an incoming Email request. So all the information is contained in the description field:
1. Name
2. Tel.
3. Email
4. Question
I am trying to identify the user by inserting his email in the reporter's field. The problem is that this request has a reporter-fixed server email. So plan B now is talking with the developers to change the incoming email for the request and then we eventually will have for the reporter - the person who raised the request, not the fixed email from the mail server...

[Stefan Salzl]

Ok. So the request is not directly created via email from existing customer-email nor reported via customer portal by the customer. How/from where is the request created?

Could you maybe describe an example with actual data and/or show a screenshot of an example of such a request?

Best
Stefan

[Stefan Peev]

@Simmo 
will be happy to hear from you, thanks

[Simmo]

Hi @Stefan Peev,

Have you tried just setting the reporter to their email address and seeing if that works? 

[Stefan Peev]

Hi, @Simmo
If you mean this setting, I will be happy if you tell me how to get into the marked step, because the settings from my attached picture are from the 2020 year, and seem now is different.