Quicker/better way to add customers from issue screen?

[Dan Jackson]

We often receive requests that have been forwarded from another department. If the original sender of the request is not already in the customers list, we have to go over to the Customers screen, add them by email address, then change the Reporter on the issue.

This process has a number of problems:

• Slows down the process of actioning the tickets
• Doesn't allow us to put the customer's name in, so canned responses address them by their email address

Is there a plugin for Jira Service Management Cloud that allows adding customers directly from the issue page?

I did see this thread https://community.atlassian.com/forums/Jira-Service-Management/JSM-Automation-to-change-reporter-to-new-customer-e-mail-address/qaq-p/3072186 about an automation that can do something similar, but we wouldn't necessarily want this applied to every forwarded message, we'd prefer a button or field or dialogue we can action manually.

[Marc - Devoteam · Accepted solution]

Hi @Dan Jackson 

You could implement this isn an automation rule, use the Manual trigger from Work item

https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Manual-trigger-from-issue 

Then you can execute the automation only when required.

[Dan Jackson]

This worked well. Just a note for Googlers who may come across this thread - it's necessary to add a Delay in between creating the customer and setting them as the Reporter, 5 seconds is enough, otherwise it sets the reporter to Anonymous.