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Allow portal customer to create a ticket on behalf of a new customer

Hi, I am trying to handle the case where an existing customer wants to create a ticket via the portal on behalf of another user who is not yet a customer.

I am collecting the new user email via a custom field on the portal and have tried using automation to add the new user to the ticket (as a participant or the reporter), but this does not work as the new user is not an existing customer.

So the solution I am trying now with automation is to A) add the new user as a new customer to the project & B) edit the issue setting the reporter as the new user.

If I run both these as separate manual automations it works fine so the logic seems correct. But if I run it as a single automation triggered when the issue is created then part B fails with message 'need to specify a valid reporter'.

I am thinking this is a timing issue, ie. the new user at A has not been fully created by the time part B runs. Is there any way to delay the execution of B or any other more elegant way of achieving this?

Any ideas/guidance would be much appreciated. Thanks

1 answer

2 votes
florianper Community Leader Dec 05, 2021


Can you share us the screen shot of the automation you use to do both of the action at "the same time" so we can test if and try to fix it?

Add External Reporter Automation.jpegAdd External Reporter Automation Audit.jpeg


Here it is plus the audit log showing the failure .. thanks for taking a look.


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