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 records different values for the issue creator and the reporter. The Reporter field identifies the user for whom the request was created, while the creator is the user who created the issue. Jira does not provide a separate issue-creator field like the Reporter field. To identify the creator, review the issue’s Issue History. The creator and reporter can be different users when a request is raised on behalf of someone else.

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.

To flag requests created on behalf of another user, use Jira automation to compare the Creator and Reporter values when the work item is created.

• Trigger: 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

If Issue History is not sufficient for reporting or data aggregation, record the creator in a custom field. Consider using a read-only Text Field to prevent edits in the issue view. The custom field must already be created and configured with the relevant issue and request types.

Reuse the automation rule above and add an Edit work item action. Use these smart values to capture the creator’s information:

• {{creator.displayName}}

• {{creator.emailAddress}}

If the custom field is a user picker field, use {{creator}} to set the user.

Filter Assets custom field data based on the reporter

Raise this request on behalf of the field, which is the Reporter field. When the reporter’s supervisor or manager differs from the person raising the issue, filter Assets custom field data using the reporter so that only relevant objects are returned when the reporter changes.

Use the ${reporter} placeholder to restrict the objects returned by the field:

• User = ${reporter}