Automation that reads email description upon ticket creation, and changes the reporter field

[Anthony M]

Hi Community,

I have recently learnt about automations, and was wandering if I could get some guidance.

Our company uses Power Apps Canvas to fill out a form, and Power Apps Automate to send it to JIRA. The issue of this, is that the reporter value is not correct. 

Within the emails description, there is a section part called "On Behalf Of:" and directly after that, is the users name. Would it be possible to take the users name, and make them the reporter? The users are customers, and so I am not sure if I would need to append the users name to our companies email address in order for it to work effectively

Thanks

[Maksim Marholin · Accepted solution]

Hi @Anthony M 

thanks for your question.

I'd suggest raising this with https://getsupport.atlassian.com/.

Cheers, Maksim

[Pramodh M]

Hi @Anthony M 

Depends on how you have set up the project permissions in Jira Service Management.

If it has permissions restricted to only existing customers who can raise a request, the user who is trying to raise a request should be added to the JSM project.

Leave the "On behalf of" field empty and can you try matching the user to see if it takes the username?

Let me know if this works

Thanks

[Anthony M]

Thanks for the response. The permissions allow users who send an email to raise a request, so I think that is fine. 

The issue is I need to match a value that is inside the description of the email, and I am not familiar on what I need to do to achieve that

Thanks

[Pramodh M]

@Anthony M 

Okay I didn't read the last part of message

You need to parse the mail to update the reporte!!

This feature is not yet there even with plugins