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How to add a customer/reporter from the ticket?

Drew Angell November 14, 2023

Here's a quick video that breaks down my issue I'm trying to resolve:  https://app.screencast.com/d2E2efORISIN6

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I have a form on my website that people can fill out and it sends an email to my Jira Service Desk to become a new ticket.

However, the email "from address" is my own address, so I can't reply directly without first adding this person as a customer so that I can then set them as the reporter.

If I just paste their email into the reporter field it doesn't give me any option to create them directly from there as expected.  Instead, I have to click to the Customers page, add them as a customer, and then keep trying again until this syncs up so that they're found when I paste their email into the reporter field.

Is there any way to improve this procedure?  It seems small, but when I have to do this many times it kills a lot of time.

Any information on this would be greatly appreciated.  Thanks!

 

1 answer

0 votes
Michelle McFarlin
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March 21, 2024

It's a huge issue I experience as well. I've added a workaround in which the email form field is mapped to the submitter field in the issue, then a Jira automation adds the email address from that custom field ID, creates them as a customer, and then edits the reporter field with the submitter email (JQL Required). it works 60% of the time if I had to guess; the rest of the time the reporter field is filled with "anonymous" and you still have to replace it with the submitter email, but at least it's captured in the issue and you are not getting a notification in your inbox every time there is a submission.

If anyone else has a secure workaround for replacing the reporter field, please spill it!

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