Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,293,754
Community Members
 
Community Events
165
Community Groups

Jira - Setting 'Reporter' of automated task not working with 'Customer' user accounts

Edited

Hi Atlassian Community, 

I have set up a straightforward automated user request which runs every month in Jira Service Managment.

I would like to set the 'Reporter' field to a specific customer via the field criteria in the automation settings, screenshot below. However, when I do this the customer does not seem to get any notification when the task is created or receive the 'reply to customer' messages sent directly from the ticket. 

If the user creates a request through the portal they get the notifications as expected so their account is set up and working correctly. I have also tested myself (an agent) as the reporter and I get a notification when the rule is run, it's just the customer that doesn't seem to be connected to the request as expected. 

I am wondering if there is some setting that I am missing to link the customer to the automation rule so that they receive the notification when created and can access it through the portal. 

Hope you can help, 

Thanks, 

Zam 

 

Jira Automation.PNG

 

1 answer

0 votes
Mikael Sandberg Community Leader Jun 17, 2022

Are you setting the request type field on the task? If that field is not set the issue will not be visible on the portal.

Hi Mikael, 

No, I haven't created a 'Request Type' for this task so that sounds like the missing piece of the puzzle.

I will try that and see how I get on. 

 Thanks for your expertise.

Zam 

Like Mikael Sandberg likes this

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Atlassian Automation

Jira Automation: Sum Up Story Points Roundup (Initiatives -> Epics -> Story/Tasks -> Subtasks)

Hi Everyone, In this roundup we combine all the jira automation rules to sum up story points across different issue types. We start from the lowest level, summing up story points from sub-tasks t...

1,760 views 2 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you