Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Using automation to check of customer exists and either using that customer or creating a new one

Many of our support requests originate via telephone calls.  Ideally, the Request page would allow us to enter the caller's email address and name.  Then when a Issue is created, the system would check to see if the caller was already setup as a customer.  If yes, the customer would be added as the Reporter to the Issue.  If no, the caller would be created as a customer and then added as the Reporter to the issue. 

The caller's email address would be used to search the existing customers.

Is it possible to create an automation that would 1. look to see if the email address already exists in the customer list and 2. either use that customer ID as the reporter or create a new customer and then use it as the reporter?



1 answer

0 votes
Brant Schroeder Community Leader Jan 11, 2022

@William Knodel There is no need for an automation.  If you have the user's email address just use the raise a request on behalf of functionality in the service desk.  This will check if they exist and if they do not it will create the account.

I have a similar need, but the "raise a request on behalf of" feature doesn't help. Users send a request via a generic form, then we have to parse their email out of the message.


From there, we need to assign that email address as the reporter. I'm not finding much luck yet.

Brant Schroeder Community Leader May 11, 2022

@John Gasper why don't you just use the form in the portal?

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Improving the Create Issue Experience in Jira Service Management Cloud

Hello everyone!  We are very excited to announce some much needed changes to the issue create experience in JSM (the blue "create" button) at the top of the screen.  We have just starte...

215 views 7 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you