Automation Rule: How to edit Reporter Field after issue creation

[Rod McWilliams]

Hello,

I have a situation where I need the Reporter Field re-populated after the issue is created.

When a new issue lands in JSD via email it automatically drops the sender's email address into the Reporter field.

We have a use case whereby we need that every email-generated issue that lands in JSD must have a single person (within the organisation) assigned as the Reporter.

When I have attempted to create this automation rule:

When -> Issue Created

Then -> Edit Issue

 Field -> there is no option to choose the Reporter field as it does no appear in the list of available options.

Am I attacking this use case correctly? Is there a reason why certain fields like Reporter are unavailable from the dropdown?

Rod McWilliams

[Yogesh Mude]

Hi @Rod McWilliams,

While creating automation you will not see the reporter field for Edit issue rule why because while setting/ configuring email itself is it asking you to provide the Default Reporter.

Whenever issue will create in JSD you want to set the Reporter as a Single person then why can't you set the Default Reporter while configuring Email.

[Rod McWilliams]

Hi  @Yogesh Mude,

Thanks for responding.

Setting the Default Reporter at the source would certainly fix the problem. However, I cannot find any section in JSD configuration where I have the ability to change Default Reporter on incoming emails.

Would you mind pointing me to where those parameters can be entered?

cheers

[Yogesh Mude]

HI @Rod McWilliams,

You need to use Incoming Mail Handler.

Admin --> Mail section -->Incoming Mail --> Add incoming Mail Handler

[Rod McWilliams]

Thanks @Yogesh Mude,

I have created a new mail handler as you have shown.

I may need to play around with these settings for a while because the first attempt didn't work.

I will work on this for a while...

cheers

[Rod McWilliams]

@Yogesh Mude,

After trying multiple parameters, I am still unable to get the Default Reporter to populate.

I suspect the problem is that the configuration requires a POP mail server. Our instance does not support POP. We are using a cloud email service direct into JSD.

The POP setup requires authentication for POP/IMAP with usernames and passwords. Our organisation IT does not allow this for security reasons.

I will need to find another way around it.

Thanks anyway.

[Yogesh Mude]

Hi @Rod McWilliams,

Yes, please contact your IT team regarding this, they will provide the solution for this.

Once you will configure Incoming mail handler, you will get the options like I have shown in my earlier comments image.