How to automatically set or update issue reporter?

[sabrina.trono]

I'm trying to find the best way to have the "reporter" or "creator" of an issue be the person who emailed the service desk. Right now Jira populates this field using the sender noted in the original email. Unfortunately, since we have many people replying to system notices we're constantly having to update the "reporter" field manually from 'system' to 'person who needs help'. So far all I have found is direction to change this field manually, but there has to be a way to change this default or automatically update the field as soon as a ticket is created.

[Bill Sheboy]

Hi @sabrina.trono -- Welcome to the Atlassian Community!

Where do you have the information for the user who emailed the service desk?

If that is stored somewhere in the issue, it may be possible to use an automation rule to parse that out, identify the user, and then set the reporter.  If you want to try that approach, here is some documentation and example sources on rule usage:

• https://www.atlassian.com/software/jira/guides/automation/overview#what-is-automation
• https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC
• https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

Kind regards,
Bill