Retrieve email addresses to set 'Reporter' field in Jira Cloud

Summary

When tickets are automatically created via API or email, the reporter's details might be in the issue's description or custom fields. Agents or project admins need to find these email IDs and update the 'reporter' field with the correct information.

Solution

Utilization of Jira automation

• Extract an email enclosed in angle brackets from the description: {{issue.description.substringBetween("<",">")}} (see Jira smart values – text fields).

• Then, use an Add service project customer action to retrieve an Account ID and set it as the Reporter.

• 

• Reporter Account ID: The email address can't be added directly as a reporter; a Reporter account ID is required. 

• Update of Actual Reporter: As stated earlier, the account ID is needed to update the actual reporter. After the execution of the 'Add service project customer' action, the {{customer.accountId}}  smart value can be used directly in the 'Edit Issue' field under 'Reporter'. This is a highly efficient method to update the reporter's information.

  • 

• Two Potential Scenarios:

  • Scenario One: The actual reporter is already a customer of the service desk project. In this instance, the reporter should be added and replaced.

  •  Scenario Two: A first-time customer has provided an email address. This new customer should be added first, and then the reporter should be replaced with the actual reporter. 

• In both scenarios, the 'Add service project customer' action can be effectively used. If the user is a first-time customer, it will add them; if they are already a customer, it will provide the existing customer information.

• Extraction depends on the email consistently appearing in the expected place/format in the description or field; if the format varies, the smart value must be adjusted accordingly.