Set default reporter via automation if Reporter doesn't have a jira license

[Neeta Dubey]

Hi Team,

I need help on following scenario.

I need to create an automation rule to set the reporter to default user if the reporter doesn't have a Jira license.

In my case, users would be login into JSM portal and raise a ticket, rule will automatically create ticket in Jira with the user as reporter however tricky part is if reporter doesn't have a Jira lic, rule will fail because it will not be able to find the reporter and hence for such conditions it should be set to default user.

Long story  in short,

If user has Jira lic=> he should be set as reporter

If user does not have Jira lic => Default user should be set as reporter.

[arielei · Accepted solution]

Hello @Neeta Dubey 

Your issue is not clear.

Why not set the user as a customer? they dont need Jira license.

Is your portal open to the public?

[Marc - Devoteam]

Hi @Neeta Dubey 

What is your goal, a user creates a ticket via JSM, so this user is the reporter of this issue.

Where does the automation come in to this process and where is it creating an issue in the JSM project or in another project?

If this is outside the JSM in a JIRA project, then Yes if the reporter needs to be the same as the reporter of the JSM ticket a license is required.

If this is your case a workaround to implement is:

Create a custom field requestor (text).

Create an automation rule, that when the ticket is create the requestor field is set, use the smart value {{issue.reporter}}

Then in the rule that creates the ticket in the Jira project, the reporter will be the rule actionee, but on the issue creation, also set the field requestor and copy this from the trigger issue.

[Neeta Dubey]

Hi Marc,

My case is same as you have understood,

Once ticket is created in JSM, Automation rule will create ticket is Jira, if user has lic then no issue, but what if user doesn't Jira lic, rule will fail.

The solution you provided, I will try to implement however, you could please ellaborate more on this part you have mentioned.

"Then in the rule that creates the ticket in the Jira project, the reporter will be the rule actionee, but on the issue creation, also set the field requestor and copy this from the trigger issue."

[Marc - Devoteam]

Hi @Neeta Dubey 

Mae sure the create an automation rule that set a new custom field (create this, based on single line text, example name it Requestor)

When the JSM ticket is created, there should be an automation that when the ticket is created has directly an edit action.

In the edit action set the field Requestor in the field set the value {{issue.reproter}}, this will fill the field with the name of the reporter.

Make sure this field is on the create screen of the JSM work item type and on the create screen of the work item type in the Jira project.

In the same rule, then add a re-fetch action, then add the action to create the work item in the Jira project.

In the create action in the automation rule, also select the field requestor and set the field value copy this from trigger issue.

I hope this explains it.