set reporter from a custom field after using an automation

[Terry Reese]

I've looked at this ticket: Solved: Set Reporter from a custom field (atlassian.com) which doesn't quite seem to cover what I'm looking for.  Here's what's happening -- I have a service desk project that acts as the collector for all tickets.  There are automations in place that, based on request time, clone tickets into the appropriate project and then close the service desk ticket.  The issue I'm running into is that when the ticket is cloned, the reporter doesn't transfer.   Rather, the ticket reporter is change to something like Automation in Jira since the ticket is created by the automation. 

What I would like to be able to do is retain the reporter.  The workflow I assumed might work is capture the reporter data in a custom field (I've been able to capture the email address or the id of the reporter) and then reassign the reporter after the ticket has been moved from the data in that custom field.  However, I see that the reporter appears to be special field -- and apparently, I can't just take say, the email address and have it resolve the reporter for me. 

So my question - assuming I can capture either the requester ID or the requester email address -- how to I actually use the Edit Form option in the Automations to actually set the reporter value.

Any suggestions would be appreciated.

--tr 

[Mikael Sandberg]

The only way this would work is if the customer/reporter on your JSM request also has a Jira license. The reporter outside of JSM has to be a licensed user. And this is the reason the reporter is not carried over and replaced by Automation for Jira.

[Mikael Sandberg]

If you want to know the customer/reporter, then your only option is to use a custom field on the Jira side and add the name/email to it. You can get the name by using the smart value {{reporter.displayName}}

[Terry Reese]

So they do - anyone that can submit a ticket is able to sign-into and has access to the system.  

0-tr

[Terry Reese]

Thanks -- I can do that -- but then notifications are broken.  I want to retain the reporter in the reporter field so that they continue to receive notifications on the ticket.  If that's not possible, is it possible to then set them as watchers automatically with a user's email

--tr

[Mikael Sandberg]

They would need to be assigned a Jira license, having access to the instance is not enough, that only works in JSM, for Jira Software/Work Management you have to have a license.

This is the difference between JSM and JSW/JWM, in JSM it is only the agents that needs a license, anyone that is added as a customer can access the portal and do not require a license.

[Terry Reese]

So I'm confused then -- because anyone that submits a ticket -- I can tag them in a comment in our system, I can add them as a watcher, after the fact.  What I really need is a way, after the automation, that reporters can track their tickets.

--tr

[Mikael Sandberg]

That's because the default permission scheme says that anyone that can log in can be added as a watcher or be @ mentioned. But that doesn't mean that they will have access to those issues. In order to access an issue in JSW/JWM you have to be a licensed user.

[Terry Reese]

This must be different from the on prem license.  We just migrated to the cloud instance.  Users retained their like permissions for products and groups.  And in our previous instance, this wasn't a problem so a user that reported the ticket could track it, access it in jira, etc.  

[Mikael Sandberg]

Yes, on Server/DC you can open it up for anonymous access, this is not possible on Cloud, mainly because it is considered a security risk to allow anyone with internet access to be able to get to your instance. 

[robert Mugabuhamye]

hello @Terry Reese ,

Have you tried to use the smartvalue to copy the reporter over.
as what is suggested here

[Terry Reese]

Let me give this a try -- that definitely sounds like what I'm looking for.  I'll report back.

Thanks!

--tr

[robert Mugabuhamye]

and everthing @Mikael Sandberg mentioned aboved need to be true also ;)