Identify requests created on behalf of reporter in Jira Cloud

Summary

Project Administrators and Service Desk Team members can create requests for other users by selecting the user in the Raise this request on behalf of field. This article explains how to flag tickets created on behalf of another user and adjust fields based on the reporter.

Solution

Identifying tickets created on behalf of a user

Jira uses different identifiers for an issue's creator and reporter. However, there is no specific field for the issue creator like there is for the Reporter. Although there is no specific field for the issue creator, you can find the creator in the Issue History. This may be different from the user in the Reporter field.

Scenarios

Adding a comment to issues raised on behalf of someone else

Sometimes, it's helpful to add an internal comment for issues created for another user to make auditing easier. You can use Jira's Automations to compare the creator and reporter values when the issue is created. Although the issue creator data isn't in a custom field, you can use the Jira automation conditions in automations to check it. This automation rule compares the Creator and Reporter values. If they differ, it adds an internal comment to the issue.

• Trigger

  • When: Work item created

• Condition

  • Work item fields condition: Creator does not equal reporter from the current work item

• Action

  • Comment on work item

Track the request creator through a custom field

Although issue history tracks the creator, recording it in a custom field can help with reporting or data aggregation. Consider using a Text Field (read-only) to prevent edits in the issue view.

Assume a custom field is already created and configured with the issue and request types. You can re-use the automation rule configured in the step above. The addition to the rule will be an Edit work item action, which will use the {{creator.displayName}} and {{creator.emailAddress}} smart values to capture the data. If using a user picker field, {{creator}} it will work to set the user.

Filter Assets custom field data based on the reporter

This scenario helps restrict data selection during issue creation when the reporter's supervisor or manager differs from the person raising the issue. If this data is in Assets, add filtering to ensure only relevant data is returned when the reporter changes.

The Raise this request on behalf of field is the Reporter field. You can filter Assets' custom fields using system fields. See Configure the Assets objects custom field for details. Use the ${reporter} placeholder to restrict the Objects a field returns.