Jira automation - Can't create and assign a user as a reporter due to being inactive

[Javier Eduardo Marín Fernández]

Hello,

We have a rule triggered by an incoming webhook which creates a ticket and if the reporter user (comes in a custom field in the webhook) does not exists it creates it and should set him as the reporter.
The problem is at this last step, the user gets created but in inactive state which causes to fail the step for setting it as the Issue Reporter.

Although the "Edit issue" action shows "Issue edited successfully", the Reporter field is not populated with the created user, instead we get "Anonymous" in that field.

The weird thing is, we can access the issue and set the created user as a reporter if done by hand, but not in automation. But we need it to be set automatically.

Thanks in advance for your help.

[Marc - Devoteam · Accepted solution]

Hi @Javier Eduardo Marín Fernández and @Jack Brickey 

I think the webhook call triggers the create user action.

As I see this is a new request in a JSM project the created user should be a "Customer" in JSM terminology

Am I correct on my assumption @Javier Eduardo Marín Fernández ?

I think due to the settings in Atlassian Administration, the user doesn't get license (so inactive). This is a good thing, otherwise the user would probably be granted a JSM license.

I found this in the Webhook documentation, in the section: Executing a webhook:

• The user includes an accountType field that is used to distinguish different types of users, such as normal users (atlassian), app users (app), and Jira Service Management customers (customer).

Might it be related to this?

[Javier Eduardo Marín Fernández]

Hello @Marc - Devoteam

This is the action used for the user creation:

I checked the provided documentation but I'm still not sure how to add the user as "customer" type.

[Marc - Devoteam]

Hi @Javier Eduardo Marín Fernández ,

Yes, but I think I might have found a solution.

On you automation,

• First create the new customer.
• Then Branch the rule
• Use action "Create service request"
  
  And use option Customer crated by this rul

Or

In you original rule

set the last edit action to:

[Javier Eduardo Marín Fernández]

Thanks for your reply @Marc - Devoteam

I've just tried this and this is what I get:

[Marc - Devoteam]

Hi @Javier Eduardo Marín Fernández 

Rethinking, so you could have within a webhook that the customer already exist, because they made an issue before.

If we would use an If - Else

[Javier Eduardo Marín Fernández]

@Marc - Devoteam this would be nice, but how do I set the webhook customer data as the initiator?

I think the initiator right now would be me, who created the rule, am I correct?

Also, with this rule I get the following error:

[Marc - Devoteam]

Hi @Javier Eduardo Marín Fernández 

I expect that the user who needs to be the reporter set in the payload of the webhook?

[Javier Eduardo Marín Fernández]

Found the issue based on your answers. Using the "Create Service Request" action instead of "Create Issue" does the trick, just that action will create the customer if needed.

[Jack Brickey]

Hi @Javier Eduardo Marín Fernández , welcome to the Community.

I have never attempted this but wonder if it is a a timing issue. I see you have re-fetch already in there. As a test, it would be interesting to see if setting the Reporter in a secondary rule would succeed. 

[Jack Brickey]

Also, could you share the specifics for the last component where you are setting the reporter?

[Javier Eduardo Marín Fernández]

Hello @Jack Brickey

Thanks for your prompt reply. The last action would be set the field "Reporter" as the email of the created user, using the custom field from the payload of the incoming webhook as a smart value:
{{webhookData.customer.email}}

[Jack Brickey]

Can you add an audit log to inspect that smartvalue?