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Update reporter field from custom text field

Robin Stemmers
Contributor
June 14, 2024

Hi All

I need help with my reporter field update.

I have an automation to extract the name and surname from the description field and updated Field X(name.surname@email.com)

This works fine.

Now I would like to update the reporter field with the custom field (name.surname@email.com).

I can see that the automation is successful, but it is not displaying the updated name, instead, it shows as anonymous, even though the username has Customer Portal Access.

 

I looked at this feed:  https://community.atlassian.com/t5/Jira-questions/Automation-Regex-extract-email-address-from-Issue-Description/qaq-p/1714786

But when I try it, it updates the username to Assist Bot.

 

Any ideas, how I can fix this?

 

This is what I have to extract the data:

{{issue.description.match(".*requested for (\S+ \S+).*").replaceAll(" ", ".").toLowerCase}}@domain.com

2 answers

0 votes
Bruna Silva
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 27, 2024

Hello @Robin Stemmers,

Thank you for reaching out to Atlassian Community!

To achieve the desired scenario, it's necessary to use a send web request action using this endpoint to retrieve the user's account ID. The following article explains a similar set up that you can refer to while implementing this to your automation rule:

If you have any other questions regarding this matter, please let us know.

Regards,
Bruna

Robin Stemmers
Contributor
July 4, 2024

Hi
This didn't help me. 

Bruna Silva
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
July 8, 2024

Hi Robin,

In order to assist you further, could you please provide us with more details about the challenges you're experiencing with the steps outlined in this document?

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Robin Stemmers
Contributor
July 9, 2024

Hi @Bruna Silva 

I have managed to get this automation to work in a sense that, it runs, and it changes the reporter. 

For example, the reporter is QA Tester, it should change to Robin Testing, but then it changes to Anonymous, instead of Robin.

I have confirmed that Robin Testing is an Active Customer on the Customer Portal.

The automation runs successfully, but the it is not providing the correct name.

2024-07-09 09_38_18-Rule builder - Automation - QA_ M24 Service Desk - Jira.png2024-07-09 09_39_20-[ITSDQA-11124] Test Pending customer - Jira Service Management.png

Bruna Silva
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
July 9, 2024

Thank you, @Robin Stemmers!

To ensure we can assist you effectively with this case, I have created a support ticket on your behalf. 

You should have received an email notification confirming this. :)

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0 votes
Rebekka Heilmann _viadee_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
June 14, 2024

Hi @Robin Stemmers 

is this a Portal-Only customer or an Atlassian Account (with Customer permission)? 

For Atlassian Accounts I think you need the ID to fill the reporter field. You get the ID per API Call when you have the Email.

Robin Stemmers
Contributor
June 14, 2024

It could be a combination.

But I am trying to focus on Portal-Only Customers, as this is my biggest challenge.

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