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How to add newly created customer as reporter using automation


Hi community 

We receiving emails from webforms containing the reporter email in the description.

What we do with automation:

1. extract customer email address from description and store it in a variable 

2. if customer does no exist then create customer using extracted email

3. set reporter with new customer


The problem is when creating  a new customer then  it takes around 10+ seconds until the customer is created (Atlassian: why does it take soo long ??)

When setting the reporter, the customer has not yet ben created and fails. 

There is no way currently in automation to add a delay are wait until the customer has been created. Also multiple refetch don't help ... 


So any suggestions using automation or do  I have to implement the logic in Scriptrunner ??? 







2 answers

1 accepted

0 votes
Answer accepted

In absence of a delay function in Jira automation we have now implemented  following  solution with Automation and Scriptrunner. 


If it the  user does not exist as Servicedesk customer then

1. add new user as a customer to the servicedesk project using automation rule

Screenshot 2023-10-26 at 15.33.45.png

- Add label create_user

2.  Adding a Scriptrunner listener script 

Check on create event if label create_user exist. if yes then

-  wait 15 seconds until the customer has been created 
- replace reporter with newly created Servicedesk customer 
- delete label create_user and add label send_notification

 4.  Execute automation rule which listen on issue updated and label send_notification.

- send a specific create issue notification to the reporter

- remove tag send_notification


I am not very happy with this solution but since there was no feedback from the community nor Atlassian on this question - I assume this the the only way to go...

0 votes
Jehan Bhathena
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 28, 2023

Hi @Peter Reiser ,

Please can you share the automation that you've created to handle this?

Also, what method are you using to create a new user via the automation.

Like Jehan Bhathena likes this

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