Jira tickets opened always marked as Reported by one person

[Ryan Barone]

When any chat rep opens a Jira ticket via the Intercom integration, it marks the ticket as being created by one particular rep (I think the rep that connected the integration), not the person that actually reported it.

Instead, it should mark the Reporter on the ticket as whoever made the Jira ticket via Intercom.

How can I fix the integration so that whoever opens that Jira ticket via intercom is marked as the reporter?

[Ella Vizel-madar]

Hey @Tobias Binna ,

We followed the steps here to change the app user, but the issue reporter remains the same. The current reporter never installed the integration so we are not even sure how it happened. They are not an admin by any means. 

Any ideas?

Thanks!

[Tobias Binna]

Hi @Ella Vizel-madar

Thanks for reaching out. Can you confirm that after changing the app user, the newly configured app user shows up when you inspect app info? The user shown under "Jira connection" should display the newly configured app user.

Alternatively, there could also be a Jira configuration that overrides the issue reporter to someone else. For example, Jira users could configure an automation rule that overrides the issue reporter when a new issue is created.

I would start by confirming that the app user change worked as expected before digging deeper into potential Jira configurations.

If you would like to continue this conversation in private, feel free to drop me a message on the Intercom at the bottom right corner at toolsplus.io. 

Best regards,
Tobias

[Tobias Binna]

Hey @Ryan Barone,

Tobias here from ToolsPlus, creator of the Jira integration for Intercom.

What you are seeing is the expected behavior. As Tommy mentioned, all issues created from Intercom are created as what we call the "app user", and as you identified correctly, this is typically the user that configured the app initially.

Currently, the app does not support creating issues on behalf of any other users. The main reason for this is that the app generally cannot map Intercom users/contacts to Jira users/contacts.

While not strictly necessary, we recommend setting up a dedicated Jira user for the Intercom app. You may call this user Intercom app or anything you like. This way, issues will always be reported as "Intercom app" and it should be clear to Jira users that the issue stems from Intercom. For your reference, the app will also add the actual Intercom teammate's name at the end of the issue description.

Regarding the automation suggested by Tommy, this could be a potential workaround, however, I am not sure what information you would provide in the Request Participant field. @Tommy Augustine would the idea be to fill in the name of the participant as plain text? Unfortunately, we cannot render Jira user select fields in Intercom.

I hope this helps. Please let me know if you have any further questions.

Thanks,
Tobias

[Tommy Augustine]

I've not worked with Intercom, but I've had a similar issue with a different integration. One workaround is to:

1. configure an App user
2. Add the "Request Participants" field to the opening screen.
3. Create an Automation that triggers upon ticket creation. Set a condition that: when Reporter = App User and Request Participants is not empty, copy Request Participant to Reporter field and clear Request Participant field.
4. When opening a ticket, agent(s) will have to choose themselves in the Request Participants field, but the automation will handle the rest after that.