Automtion for Jira: Linking Requests Based on Customer

[Lachlan]

There is an example in this article for linking JSD requests together automatically based on the customer who raised them (if Customer A raises a request, that request will automatically be linked with other issues previously raised by Customer A)

https://blog.codebarrel.io/7-practical-automation-rules-to-turbocharge-your-jira-service-desk-62430d76d16d

However, the solution in this article does not seem to work in a post-GDPR world.

Does anyone have an automation rule example for achieving this?

[Avinash Bhagawati {Appfire}]

Hi @Lachlan ,

Can you please try below Automation rule

Thanks,

Avinash

[Lachlan]

Hi Avinash

That rule works well for the most part - however it seems to fail for email channel users, as their username contains the '@' symbol. 

Here is an example error message: 

(reporter = example@example.com))" - Error in the JQL Query: The character '@' is a reserved JQL character. You must enclose it in a string or use the escape '\u0040' instead. (line 1, character 43)

Any ideas for getting around this? 

[Avinash Bhagawati {Appfire}]

Hi @Lachlan ,

can you share screenshot of your automation rule what you have configured ,it will helpful to troubleshoot more.

Thanks,

Avinash

[Lachlan]

HI @Avinash Bhagawati {Appfire} 

Here is the automation rule (basically configured as you gave me above). It works great for logged in users, but not for email channel users or anonymous users.