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Add Inactive New Customer Via Automation

I need to add a new customer as a reporter to the jira service desk by parsing a contact form's description (or using the reply-to field) in an incoming emailed request. I have tried using Automation, but I get "inactive" user after I try to change the ticket reporter to the new customer I add. Does anyone know of a bypass for this?

It works if I add the customer and manually change the reporter to the new customer but I don't want to do anything manually. It also works fine if a new customer emails the service desk Atlassian email directly. I tried re-fetch delays and didn't see any difference with them. Maybe there is an api point I can post to make this work?

My goal is to get the new customer on the ticket where a jira service desk agent can respond by just commenting via the portal or by responding to their email alone as they are added to the ticket upon creation (on another automation).

Issue Screenshot.png

1 answer

1 accepted

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Answer accepted
David Lima
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Oct 31, 2023

Hi There!

Since you already have part of the automation running, I suggest you do the following:

Add a Send Web Request to delay the execution by a couple of seconds before adding the customer as the Reporter. This is necessary as the User search API takes a few seconds to update and show in the results the user you just created.

  • Add a new action under the "Add new customer" action and select "Send web request"
  • For the Web request URL, paste:
  • Check "Delay execution of subsequent rule actions until we've received a response for this web request"
  • Save

Please, use the screenshot below as a reference to this action:

Screenshot 2023-10-31 at 10.04.46.png

Then use the following Smart Value: {{customer.accountId}} into the Reporter Field on your Edit Issue action.



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