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


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, 




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.


Like Mikael Sandberg likes this

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