How can I avoid this required error from always being fired?

[alex_webber]

Hi,

We definitely don't want the reporter field to be optional but I'm wondering if there's a way to stop these automation errors from pinging my email unnecessarily, so we can focus on actual errors?

Basically, the below scenario happens whenever there's a new reporter who's not reported an issue before (and is not in our customer lists) + they go ahead and submit a support request to us. However, they are including their email in the submission, so I'm confused as to why this error pops up in the first place!?

Please advise on how we might be able to avoid this - thank you!

[Nic Brough -Adaptavist-]

How are they "including their email in the request"?

[alex_webber]

@Nic Brough -Adaptavist- via this 'required field' on our submission form:

[Nic Brough -Adaptavist-]

Ok, you have configured the email not to set the reporter.  Try including a copy of "your email" in the reporter field.

[alex_webber]

Under which settings page should I apply this update @Nic Brough -Adaptavist- ?

 "Try including a copy of "your email" in the reporter field."

[alex_webber]

@Nic Brough -Adaptavist- can we get your guidance on the above here please?

[Nic Brough -Adaptavist-]

You need to set it in the email channel settings.

[alex_webber]

@Nic Brough -Adaptavist- is there a specific URL for this email channel settings you can point me to, to resolve this, please?

I see this gets flagged in our automation logs for example:

EDIT ISSUE:
Inactive user
  noreply@shopify.com
Error editing issues
  GLADLY-13087 (Reporter is required. (reporter))

Which I believe occurs because the customer contact has not been attributed to an organization aka customer list, etc. so unsure if this suggested resolution we also resolve the above but happy to try!

[alex_webber]

FYI @Nic Brough -Adaptavist- this is where the automation fails FWIW

Note: This wasn't set up by me so I'm wondering what the best way is to know what the issue.customfield_10129 actually is and if we even need it!

[Nic Brough -Adaptavist-]

That's a hard one, but a very quick starter would be to look at the project's "customer permissions".

If you want to delve further into the automation, then yes, you will need to find the field.  My usual story is "go to admin -> issues -> custom fields and find the one you're looking for", but that is rather slow when you have the id instead of the name, as you have to look at each possible field (in your case, you'd need to look at every user type field in the list until you find the right ID)

To identify it quickly, copy, paste and modify this URL: https://aclsandbox.atlassian.net/secure/admin/EditCustomField!default.jspa?id=10129

Replace the aclsandbox with the name of your Cloud Jira.  If you are logged in in another tab or window, that should take you straight to the field definition, which will include the name of the field so you can go to the custom field list and configure or remove it.

[Celeste D_Alessandro]

Hi @alex_webber the only solution that i found is add the customer as request participant and the as a reporter and it work just fine.

In my case the issue is created automaticlally so I'm pretty sure that is the only one Participant Request.

Hope it works for you. Best!