Wrong person is selected as reporter while creating a task through Slack

[Nidia van Gent]

When creating a task for Jira Cloud through our Slack integration the reporter is standard the same person. How can we change this so that the reporter is the actual person creating the task. 

[Anush Chatikyan · Accepted solution]

@Brant Schroeder @Tobias Binna , Sо we have the same issue with Jira integration plus and slack with workflow builder , previously it worked fine but then i have changed the ownership of the porojects to someone else and then it stopped working and all the new tickets and activities are bing generated by one person who has created the workflow 

[Brant Schroeder · Accepted solution]

@Nidia van Gent Welcome to the Atlassian community

Do you know which slack app you installed on your instance?  Are you the administrator who installed it?

[Nidia van Gent]

Thank you. I'm not sure which Slack app. Where can I check this? I am the administrator for our Slack workspace as well as for this particular Jira project. 

[Brant Schroeder]

@Nidia van Gent You will need to be a Jira admin to see which app is installed on your instance.  Please work with your Jira admin to find out with app and how it is configured. 

[Nidia van Gent]

Thank you, I will look into that. In the meantime the same type of problem occurred when a colleague added a new Jira bug through our Intercom app. The Jira bug was put on the same (wrong) name as with the task through Slack problem.

So now we have 2 issues: a task put in through slack selects the wrong reporter and a bug put in through Intercom selects the same wrong person. Does this sound familiar? 

[Nidia van Gent]

This is our Intercom integration for Jira: 

[Tobias Binna]

Hi @Nidia van Gent ,

I am jumping in here to help you with the Intercom app issue. We are the creators of the Jira integration for Intercom (I assume that is the one you were referring to).

I believe the post (and answer) here addresses the issue you referred to above.

Do let me know if you have any further questions.

[Nidia van Gent]

Hi @Tobias Binna , thank you very much!

Is it not possible to have the Intercom user that creates the issue in Intercom automatically be the reporter in Jira? I could have sworn that's how it worked before. This seems to happen since a few months, but we have been using the combination Intercom - Jira for 18 months. We all have an Intercom inbox seat (full agent) and we all have a Jira account. 

[Tobias Binna]

There has been no change to this feature, Nidia. The app will add the name of the Intercom teammate that created the issue in the issue description. Maybe that is what you had in mind?

Unfortunately, it is not possible to create issues with the matching user because that would require customers to have matching users in both systems which may lead to significant financial overhead.

We typically recommend configuring the app with a generic Jira user, e.g. called "Intercom app". The issue reporter will then display as "Intercom app" for issues created from Intercom (plus the name of the Intercom teammate that the app adds at the end of the issue description).

I hope this makes sense.

[Nidia van Gent]

I've added a picture, because I'm still confused about the fact that in Jira it clearly states that I'm the one who created this bug in Intercom (which I did), but the reporter is my colleague, who has nothing to do with Intercom. You're telling me that that's the way it was designed, and that it's not a bug within your software? Just checking, because it seems strange to me. But if this is the case then I will create a different "intercom app" user for us. 

[Tobias Binna]

Hey Nidia,

Yes, that's right, generally speaking, that is correct because that is how your Intercom app is currently set up.

Note that Intercom and Jira are two independent software vendors. There is no clear 1-1 matching of Jira users to Intercom teammates or vice-versa. Some customers may have a corresponding Jira user account for each of their Intercom teammates but that is generally not the case and the app has to assume that not each user in one system has a corresponding user in the other system. The FAQ here explains this in different words.

In your case, the Intercom app was most likely installed by Ruud van de Laar. At the time of installation, the app asked him to authorize a connection to your Jira Cloud instance. Because Ruud was logged in to Jira with his personal (Jira!) account he became the app user for the Intercom app. As a result, every new issue will be reported by him. Note that Jira issues have to be created/reported by a Jira user. The Atlassian APIs do not allow us to use Intercom user accounts to create Jira issues.

You can confirm that Ruud is currently the app user, by going to Intercom and clicking on App info on the app home screen. Ruud will show up as the app user under the Jira connection.

Regarding the "created by ... in Intercom" comment. This comment is generated by the Intercom app and is referring to the Intercom teammate that created the issue. Note that it is not referring to a Jira user but the name of the Intercom teammate that created the issue.

To avoid confusion, I would suggest setting up the Intercom app using a generic Jira user. To do this I would first create a new generic Jira user, e.g. called "Intercom app". After this, follow the instructions on how to configure the app with a different Jira user. This time, make sure you are logged in to Jira with the "Intercom app" user. Once the app is reconfigured with the "Intercom app" user, the app info screen in Intercom will show "Intercom app" as the app user, instead of Ruud. Next time you create a new issue, the issue reporter will be "Intercom app" instead of Ruud but the reference to the Intercom user in the issue description remains the same.

I hope this helps and I did not confuse you even more.

[Nidia van Gent]

Hello @Tobias Binna ,

Apologies for the late response! Yes, it has worked. I have changed the app user to the newly added "Intercom App User". 

[Brant Schroeder]

@Nidia van Gent great. Can you accept the answer to help others.