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Is there a way to change the ticket creator after creating the ticket?

We are trying to modify tickets from an old employee to a new one.  Is there a way to modify the ticket creator to be the new employee?

3 answers

1 accepted

2 votes
Answer accepted

No, there's no way to do it.

You shouldn't be trying to - the creator field is a historical field of literally who created an issue.  You would be destroying audit information if you changed it.

Why are you trying to do this?  There's no problem caused by having a user leave and be inactivated or even deleted for this field.  Is it something to do with issue "ownership"?  That's usually done with the assignee field, or a dedicated "owner" field.

We have employees who have left and their replacement needs to take over visibility to their tickets.  They only have access through JSM portal (not the full suite of JSM).  Changing 'reporter' doesn't allow them to see the tickets through their portal access as that appears to be driven off ticket creator (or maybe it is ticket owner).

 

Open to suggestions/ideas!

Yep, makes sense, but that's not what the creator field is for.

But, you actually talk about "portal access".  Creator has nothing to do with who can see the issues behind requests.  People using the portal cannot see issues, unless they become a Jira user and get access to the project.  They can see requests, their own, plus any that have been shared with the organisation.

For issue access, you need to give them a Jira account (Core, Software or Service Management), then project access.

I never recommend adding individuals to project access directly.  Use roles and permissions, adding them into groups or roles directly.

You're spot on Nic, the majority of our users are only accessing the portal (aka they are not licensed JSM users).  They log the ticket through email or directly in the portal and then check on notes/customer-facing updates through the portal.  

Essentially employee A logs the ticket and is monitoring it for updates and now employee b is taking over the job of monitoring the ticket for updates.  We're trying to understand how/if the tickets can be set up to move like that.

B needs an account set up similar to A's account - sounds like A is probably a service desk agent, so make A one as well.

You don't need to move any issues or change any data, just give B permission to do the work A is (was) doing!

Unfortunately, neither is a service desk agent.  They are both customers who only access the tool through the portal (no log-in access to JSM proper).

Ah, ok, then A just needs to make B a request participant (or configure the organisation to be able to see it)

have you seen any problems with this?  I'll confirm but I am pretty sure this doesn't allow person b to receive email updates or access to the ticket when added after the fact to the 'request participants' field.

No, the whole point of the participants field is for other people to get involved (notified about and see) the request!

we were able to get the requested participants to see the email updates for customer by going into settings and then notifications , customer notifications and adding the custom field for requested participants to receive the notifications and this enabled them to receive email notifications and respond to those notifications.

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0 votes

@Erin Freed -

As stated by @Nic Brough -Adaptavist- , I would recommend you to add the new employee as the Requested Participants, so they can receive visibility to those issues in question.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

0 votes

Hi @Erin Freed 

To change the reporter of an issue, you need to be a Jira administrator or have Modify Reporter permission for that project. You can grant the permission under the project settings -> permissions page. 

However, if you want to change the creator system field, I don't think there is a way.

I hope it helps!

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