We are trying to use Jira Automation (in Jira Cloud) to set the reporter field based on part of the body of the email.
For example, when part of the body of a request is "#reporter jsmith" (where jsmith is a username of a user different than the one sending the email), it should adjust the Reporter value. We have a similar need to do this with #assignee, as well.
This allows our service desk to submit tickets on behalf of other users without having to manually change the reporter after sending the request.
I've been trying a lot of different things, but haven't had success yet. I am thinking this may be because of the conversion from username -> user ID.
Here is an example of something I tried:
I would love some feedback on the best way to do this, or to let me know if this isn't even possible.
The automation I am trying is:
Sounds like based on what Simeon Ross posted, that I may need to convert this to the user's ID first.
What is the exact value that you're trying to do? In the use of the reporter field, you can only set it via account ID. If you're not using their Atlassian account ID, it will not set.
Are these customers or normal Atlassian accounts?
Thanks @Simeon Ross !
I think you hit it on the head "you can only set it via account ID".
I have tried
For the #reporter field, they will be customers. For the #assignee field, they will be Atlassian accounts (service desk agents).
Some more background - we are just migrating from on-premise to cloud. We currently handle this with an add-on (ScriptRunner) but I wanted to see if I could eliminate ScriptRunner as much as possible and do this natively in Jira automation. However, it sounds like, in order to retain the same functionality, I may need to keep this in ScriptRunner and actually add a step that converts a username (jsmith) into the Atlassian Account ID.
I just helped another customer with a very similar issue. See https://community.atlassian.com/t5/Automation-questions/Changing-the-reporter-field-with-a-smart-value-and-keep-getting/qaq-p/1698187
That might help you?
@Simeon Ross that looks like it would work for our use case and actually potentially solves another problem we were encountering with creating customers!
2 follow up questions (#1 is most related to this, I can open a new question for #2 if needed):
Thank you for your help!
For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...
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