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Reporter Name of original and cloned ticket different

Edited

We have tickets created in Jira Service Management, they are routed to an Routing Intake queue (no work is done in this area it's just for intake and routing), and then cloned out to the owning engineering team. (Path: JSM to Routing Intake to Correct ENG Team).

When the issue lands in the Routing Intake area it list the correct Reporter who opened the issue in JSM, but when cloned to the engineering team, the reporter name changes to the person who person who built the Routing Intake , 

Is there a way to maintain the original reporter when the clone moves over to the Eng Team? 

1 answer

1 accepted

0 votes
Answer accepted

Hello @Randy Everett 

How are you executing the Clone action?

Is the reporter of the issue in JSM a licensed user of your Jira Software product, with permissions for Browse Project and Create Issue in the projects to which the issues are being Cloned?

The clone action is being triggered through an automation rule. 

The answer to the other questions are yes.

Is the automation from the JSM legacy automation feature or the generic Automation for Jira feature?

Are you running a Server product or Data Center product?

In the generic feature, there is an option to specify the Rule Actor. To retain the original reporter that would need to be set to "user who triggered the rule". But you would have to make sure that the users that can trigger that rule (through their actions in JSM) would have all the necessary permissions to clone/create the issue and do any other actions executed by the rule.

I don't have access to a server instance with JSM installed to check if the legacy JSM automation feature also has an option to set an Actor for the rule, or to set the reporter of the newly created issue in the Clone action. That would be something else to check.

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We have the server version. 

Hi @Randy Everett 

You marked this as Answer Accepted. Were you able to solve the issue? Can you share with the community what your solution is?

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Working with admins to get the Modify Reporter permissions. 

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