Replace "Automation for JIRA" by reporter

[IT FRANCE]

Hello,
I'm using Jira for both project management (via Kanban) and ticketing (via Jira Service Management). Email requests work well — the reporter is correctly identified from incoming emails.
When an automation changes the issue type based on keywords in the email, the reporter is replaced by "Automation for Jira."
How can I keep the original reporter or is there another way to achieve this behavior ?
Thank you in advance for your help.

[Marc - Devoteam]

Hi @IT FRANCE 

If relation to JSM the Reporter field is set based on the sender of the email of based on the user who created the issue via the portal.

If automation used to create a new issue in the system, where is this issue made, in the same JSM project, another JSM project or a non JSM project.

If it is in the same JSM project you could set the reporter to the same user as the initial reporter, set this field in the automation rule that creates the new issue.

The same can be applied if its in another JSM project, but the cuostmer (reporter) would need to be albe to have access to this JSM project

If this is in a non JSM project in the system, then this is not possible as the reporter (customer) would need a license for Jira.

Can you show the following:

1. what type of project is this (e.g., company-managed, team-managed, etc.), 

2. images that show your complete rule.

3. images showing the details of any relevant actions/conditions/branches.

4. images showing the Audit Log details for the rule execution.

5. Explain where the issue is.

These questions are not for not willing to help, but to have community members understand on how automation works.

[IT FRANCE]

Hi Marc,

Thank you for your response.

My first project test is a team-managed.

Automation rule :

Audit log :

The issue :

Email Request type reporter ok :

PHP Request type reporter different :

Thank you in advance.

[Marc - Devoteam]

Hi @IT FRANCE 

In the create new action, you need to use the Choose fields to set drop-down, to specify the field "Reporter"

Then you could use the smart value {{issue.reporter}}, I would rather use {{triggerIssue.reporter}} or us the 3 dots and choose copy, there you can also specify where to copy the value from.

[IT FRANCE]

Marc,

I have the same issue.
I tried {{issue.reporter}} or {{triggerIssue.reporter}}, used "copy" method; no change.

Find last audit log with error.

[Marc - Devoteam]

Hi @IT FRANCE 

Ah I missed you are in a Team Managed project, their are limitations based on automation on fields that can be used.

You need to use a company managed project for this.

[IT FRANCE]

Hi Marc,

On Jira Service Management, could you please tell me which template may I choose for: 
- Ticketing
- Personalize 5 types of request including Email Request
- With automation compatible with the recovery of the correct reporter

Thank you.

Patrick.

[Marc - Devoteam]

Hi @IT FRANCE 

You need to create a JSM project based upon a Company Managed template, if this is not an option for you. 

You can use the JSM template option, "Customer service management"

[IT FRANCE]

Marc,

That's work fine.

I used a JSM template option "Customer service management", create a custom field named "Request by" type "User Picker" and add it to automatisation that clone work type with smart value {{triggerIssue.reporter}}, and reporter name appeared.

Now I need to clone ticket on the right Request and Issue type.

Do you have an idea ?

[Marc - Devoteam]

Hi @IT FRANCE 

in the rule the cloned the item already to a work item PHP Support (work item is the replacement name for issue type)

To use the same request type as the original issue, you need to create this request type based on the work type, PHP Support

[IT FRANCE]

Hi Marc,

Thank you for all your feedbacks.

But, I need more help about modify a ticket on the right request Type. In the example, in PHP when an email comes in but the field is empty.

Sorry about that, but I didn't understood the link between Request Type and Work Type.

Here is all screenshots about the situation :

[Marc - Devoteam]

Hi @IT FRANCE 

Read this documentation to get an understanding; whats-the-difference-between-request-types-and-issue-types