Update reporter field from custom text field
Asked by Robin Stemmers:

Hi All

I need help with my reporter field update.

I have an automation to extract the name and surname from the description field and updated Field X(name.surname@email.com)

This works fine.

Now I would like to update the reporter field with the custom field (name.surname@email.com).

I can see that the automation is successful, but it is not displaying the updated name, instead, it shows as anonymous, even though the username has Customer Portal Access.

I looked at this feed: <https://community.atlassian.com/t5/Jira-questions/Automation-Regex-extract-email-address-from-Issue-Description/qaq-p/1714786>

But when I try it, it updates the username to Assist Bot.

Any ideas, how I can fix this?

This is what I have to extract the data:

{{issue.description.match(".\*requested for (\\S+ \\S+).\*").replaceAll(" ", ".").toLowerCase}}@domain.com


Answers:
author: Bruna Silva
body: Hello [@Robin Stemmers](/t5/user/viewprofilepage/user-id/2666334),

Thank you for reaching out to Atlassian Community!

To achieve the desired scenario, it's necessary to use a [send web request action](https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Send-web-request) using [this endpoint](https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-user-search/#api-rest-api-3-user-search-get) to retrieve the user's account ID. The following article explains a similar set up that you can refer to while implementing this to your automation rule:

* [Retrieve data with Jira REST API in Automation to update issue fields](https://confluence.atlassian.com/jirakb/retrieve-data-with-jira-rest-api-in-automation-to-update-issue-fields-1319243229.html)

If you have any other questions regarding this matter, please let us know.

Regards,  
**Bruna**

comments: author: Robin Stemmers
body: Hi  
This didn't help me.


author: Bruna Silva
body: Hi Robin,

In order to assist you further, could you please provide us with more details about the challenges you're experiencing with the steps outlined in [this document](https://confluence.atlassian.com/jirakb/retrieve-data-with-jira-rest-api-in-automation-to-update-issue-fields-1319243229.html)?


author: Robin Stemmers
body: Hi [@Bruna Silva](/t5/user/viewprofilepage/user-id/3810006)

I have managed to get this automation to work in a sense that, it runs, and it changes the reporter.

For example, the reporter is QA Tester, it should change to Robin Testing, but then it changes to Anonymous, instead of Robin.

I have confirmed that Robin Testing is an Active Customer on the Customer Portal.

The automation runs successfully, but the it is not providing the correct name.

![2024-07-09 09_38_18-Rule builder - Automation - QA_ M24 Service Desk - Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/334225i30FDF283A17955F4/image-size/large?v=v2&px=999 "2024-07-09 09_38_18-Rule builder - Automation - QA_ M24 Service Desk - Jira.png")![2024-07-09 09_39_20-\[ITSDQA-11124\] Test Pending customer - Jira Service Management.png](https://community.atlassian.com/t5/image/serverpage/image-id/334226iE441684F78872320/image-size/large?v=v2&px=999 "2024-07-09 09_39_20-[ITSDQA-11124] Test Pending customer - Jira Service Management.png")


author: Bruna Silva
body: Thank you, [@Robin Stemmers](/t5/user/viewprofilepage/user-id/2666334)!

To ensure we can assist you effectively with this case, I have created a support ticket on your behalf.

You should have received an email notification confirming this. :)


author: Rebekka Heilmann _viadee_
body: Hi [@Robin Stemmers](/t5/user/viewprofilepage/user-id/2666334)

is this a Portal-Only customer or an Atlassian Account (with Customer permission)?

For Atlassian Accounts I think you need the ID to fill the reporter field. You get the ID per API Call when you have the Email.

comments: author: Robin Stemmers
body: It could be a combination.

But I am trying to focus on Portal-Only Customers, as this is my biggest challenge.


Tags: cloud

jira-service-management

jira-service-management-cloud