Parent issue isn't updating 'Reporter' child (linked) issue

[Chris Higginbotham]

When a user submits a new request it goes to one of our existing projects and from there we have a workflow to clone the issue to the project it should be associated with.

Issue is that when the issue/ticket is cloned, the reporter is always "Automation for Jira" and I am wondering how to get this updated to the actual reporter of the original issue? The confusing thing is that this works for other projects.

Within the global automation settings, there is the automation to create a clone of the original ticket. From within here I found that there is a "Reporter" field that you can select where it pulls from. I've tried setting it to 'copy from parent', 'copy from issue' and 'copy from trigger issue' and tested this but none of those options seem to work.

For the other projects/automations that are essentially the same, just for another project, it works correctly and we didn't populate the "Reporter" portion of the the global automation setting. So just confused on why it wouldn't be working for this one project?

[Clara Belin-Brosseau_Elements]

Hello @Chris Higginbotham

If you're seeking for an easier way to clone an issue and assign a reporter, you can try our app Elements Copy & Sync that allows you to clone and sync a full hierarchy of issues with all their content (summary, description, custom fields, comments, attachments, etc).

 You can check our guide here.

The app is for free during 30 days (and it stays free under 10 users).

Kind regards,

Clara

[Trudy Claspill]

Hello @Chris Higginbotham 

What is the type of projects into which you are cloning the issues?

Do the Reporters of the original issue have permission to access those destination projects, and adequate permissions to create issues in them?

Can you show us the full automation rule where this is not working as you expect? Please include the details of the steps in the rule and the Rule Details.

[Chris Higginbotham]

From a service project to a Software project. But again this is the same for other projects we have (service > software) and this isn't an issue. I've attached an image of the automation rule that pertains to this project.

Do the Reporters of the original issue have permission to access those destination projects, and adequate permissions to create issues in them?

- I am not sure what you mean here. Some of the users aren't within the JIRA system but their name will still show on the original ticket that was logged as the requestor. So this is why I am confused. If the users that don't have accounts wouldn't populate in JIRA that would make sense but I have seen cases where the user didn't have an account in JIRA but their name still shows on the original ticket.

[Trudy Claspill]

If the requestors in the Service Management project are Customers then their names can appear as the Reporter for the Service Management issue.

But to be inserted as the Reporter of an issue in a Jira Software project I believe that they must be a licensed users of your Jira Software product, and also have permission to create issues within that Jira Software project.

If you want to note in a Software project issue the name of the customer that submitted the Service Management issue, you will have to store that in another field, such as a text field or a Comment.

[Chris Higginbotham]

Hello @Trudy Claspill  ,

So if I understand this correctly, the reason it's not populating the reporter is because that user isn't tied to that project. They are tied to the original project where the ticket is logged to (service project) but not the destination ticket (software project).

Is there a way to add all the users from my service project into the software project? Or would I have to go through 1 by 1 and add them in? There are 51 active users on the service project so just seeing if there is some way to automate this instead of manually creating each one.

[Trudy Claspill]

Doing so would make each of those Service Desk customers licensed users of your Jira Software project, giving them access directly to that project rather than limiting their access to your customer portal.

Are you sure that is what you want to do?

[Chris Higginbotham]

No I am not sure that's what I want to do but just trying to find the solution for the user who reported the issue to get pulled into the 'Reporter' field. Those users don't access the JIRA projects, they only really access the customer portal.

[Trudy Claspill]

Would an acceptable alternative be to add a comment that includes the reporter's information? Or create a separate custom text field into which you can copy that information?

[Chris Higginbotham]

That would work just as some additional information. But we are running into an issue where the user wants to see all their requests but because they aren't linked, when they go to "my open issues" nothing displays here

[Trudy Claspill]

If you mean the users are going to the Customer Portal to look at My Open Issues, issues in a Software project would not display there anyhow. The Customer Portal will display issues only from Service Management projects.

To see the linked issues in the Software projects the customer/users would have to be licensed users of the Jira Software product and access that information through the same UI your internal users use.