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Change ticket creator email address in the ticket for follow up at the creation of the ticket


I have 4 different clients who use their own email address to create tickets, but they want to use a generic email address for tracking.
I want to automatically change the ticket creator email address {{reporter.emailAddress}} to a generic email address for these specific users using an automation rule or other way to modify this value.

Is it possible

1 answer

This is possible,

In customers you could add these specific 4 clients to an organization, and then run your automation for when a ticket is created, and the organization matches then edit the reporter email address.

Hi Stanley

Ok I add 4 clients in an organization and in my automation I check the value of the field  {{reporter.emailAddress}} in the automation and it's empty.

Is {{reporter.emailAddress}}  is the good syntaxe fiels for the email address?

Sorry for the basic question, I am a begginner in JSM.  

Hey Harold, 

Maybe I misunderstood your initial statement, does each reporter need to be changed to be unique?

Are you taking 4 clients and changing the reporter to all be one email address? 


Are you taking 4 clients and changing the reporter to be a different unique email address for each of them?

I have 4 clients who are part of the same organization. If a ticket is created by one of these 4 clients, I want to change the email address that refers to the client for the communication of this ticket between the client and the agent in order to have a generic email address that will be used for notifications coming from JSM. Normally if a customer creates a ticket, communication or any other notification between the agent and the customer will be done via the customer's email address which is registered in the system. I need to change this communication and exchange address for tickets made by one of these 4 customers. Ex :
Email address of my 4 clients:
I have a generic address and each of my 4 clients have access to this address.
I would like a rule when creating the ticket which would ensure that for all tickets created by one of the 4 clients, the exchange email address is not that of the client but the generic address.

So you can do this in automation, however in the future you may want to know the original submitter. If you are just solving for trying to get this other email address to have notifications I would use the request participants function. It accomplishes the same thing without losing your original submission data.

What are request participants? | Jira Service Management Cloud | Atlassian Support

jira reporter auto.png


However here is how you can do this, set your trigger for issue being created, set the condition for if value of field equals org, and org equals the organization you just created that those 4 users are in, then complete action.

However I would recommend editing the field for request participant and adding them if that would work for you. So that the original requester does not lose access and notifications to the ticket, however if that is desired the above automation will work.

Hi Stanley,

Last question this is about the syntax for modify the reporter.emailAddress.
I tried many ways but something is wrong in my syntax.

Capture d’écran 2023-10-27 142308.png

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