Changing Jira Ticket Account ID to Reporter ID

[Fluxcompensator]

Dear Community,

first of all, I'm no coder, scripter or programmer. I'm an IT guy and I unterstand tech, but not too deep into programming and so on.

In my company I use Microsoft Forms and power automate to create a Jira Ticket for our Jira Service Desk (Cloud). The reason behind this approach is that on this way we get all the answers we are asking in the forms formular and the quality of our tickets improves. This workflow isn't online yet, cause there is still one Problem. 

The Forms formular is been read fine into the jira mask and all fields are put in context. In the extended settings box of Jira I can select a Reporter ID. 

• If I don't select an ID Jira always uses my name as creator of each ticket, as i created the form and/or the flow.
• If i select an pre defined User like "Enterprise Jira Email handler"(JEMH), or "Automation for Jira", always this user is used to create the ticket and we cannot search in our jira enviroment for the user who created a ticket. 
• If I try to insert the variable "Responders email", which is provided by the forms dynamic content, the flow doesn't work cause the error says that the corresponding ""reporter": "Account ID mailaddress@domain.com  does not exist."

The Atlassian Support told me,

Quote:

This error tells us that the reporter is trying to be added to the ticket using the reporter's email address. To improve user privacy in accordance with the European General Data Protection Regulation (GDPR), our API no longer supports identifying users by their email or username (as announced here).

In order to update the reporter field, you need to update the reporter field using the Account ID of the reporter.
According to Microsoft's documentation on their Jira Connector, it should be possible to use the Reporter Id. Can you please check if you are able to create tickets when using the Reporter Id instead of the reporter email?

End Quote

This is where I stuck right now. How can I get the Reporter ID into the Creator ID (its written in German "Melder ID") Field? 

Thanks for your help in advance

Cheers Flux

PS: the Jira Documentation for the Flow Connector wasn't very helpful to me

https://docs.microsoft.com/en-us/connectors/jira/

[JohnAageAnderse]

Hello @Fluxcompensator 

In your flow, do you have the Reporter ID of the user who requested the ticket?

Assuming you have the Reporter ID - in the field "Melder-ID", open the drop down, scroll to the bottom and choose "Enter custom value".

This will allow you to add the dynamic value where your Report ID is!

Hope this is what you are looking for 🙂

Kind regards, John

[Fluxcompensator]

Dear @JohnAageAnderse ,

thanks for your reply. Unfortunately there is no Reporter ID in the drop down field. I can choose the "Enter custom value" but than the dialog changes to either the fields I created in forms, or to use variables (which I don't know). 

As we use single sign on (SSO) in our company each user who uses the forms form would not be asked for his name, cause his mail address will automatically pushed through to the power automate process and to the Jira ticket. 

I don't know a way to get the Reporter ID correctly, if each user can write anything in a Question field in the Forms form I'll get anything but a correct Reporter ID. 

I just got me the Forms Pro Version and hope I can manage anything with the variable Option in regard of the Reporter ID.

If you have any easy way to get the Reporter ID out from the Forms Formular, or the Power automate Tool I'll be grateful. 

Kind regards Flux

[JohnAageAnderse]

Hello @Fluxcompensator 

Are the people who will use the Forms all registered in Jira with an account?

If so, could you use the List users by project action to get the users and then filter for the needed one? That will get you the Account Id.

Kind regards, John

[Fluxcompensator]

Hi @JohnAageAnderse 

all (if they ever created a ticket before) users are registered as basic Service Desk users without a licence. 

Unfortunately I stopped following you at "use the list users by project action" 😀

Could you guide me through the process to get there, cause as i mentioned in the beginning I'm no coder or scripter in any way?

thanks in advance 

Flux

[JohnAageAnderse]

Hello @Fluxcompensator 

The Jira Connector has several actions that you can use - one of them should be named "List users by project". Your link to Jira Connector was what gave me the idea 🙂

If you can find the action, try adding it to your flow and show a screenshot of it. That may help me and other to guide you further.

Kind regards, John

[Fluxcompensator]

Hi @JohnAageAnderse ,

these are the extended options I can find at the connector.

the extended options at the bottom of the Jira "Create a new issue" Window

The extended options at the right top of the Jira "Create a new Issue" Window

and the selector of the dynamic contend with either the variables I created in Forms, or some programming variables.

I cannot find anything like "List Users by project". As I mentioned at the top of my post we are using Jira Cloud. Could this make the difference?

kind regards Flux

[Fluxcompensator]

Hi @JohnAageAnderse 

I think I found what you meant.

I added a new Item to the Flow called "list User by Project" aka "Benutzer nach Projekt auflisten"

I had to choose a Project and I chose our Service Desk project

What's next?

kind regards Flux

[JohnAageAnderse]

Hello @Fluxcompensator 

Ok, good that you found it 🙂

That action should then give you all the users of the IT_Service_Desk as the output and the output contains their email address.

I would suggest that you now add a new action after the "Benutzer nach Projekt auflisten", search for "Filter Array".

As input to the "Filter Array" action, use the output from the "Benutzer nach Projekt auflisten" action - not sure what it is named, could be "Body", "Output" or "Value" - if in doubt, take a screenshot and share it with us.

Anyway, in the "Filter Array" action, you can add a condition for what you want to filter on! Example like this:

As mentioned, your actual dynamic fields for the emails will be different from the shown. 

I have a condition after the "Filter Array", to test for how many users I find in the "Filter Array" action - there should only be one, so in case there is either 0 or 2 or more, then that is an error situation and should be handled. We can think about that later.

In the Yes branch of the condition, this is where you can put the registration in Jira action "Create a new issue", but maybe just leave it out for now, so you don't create unwanted issues, till the flow is working as you wish.

Try the above and let's hear back 🙂

Kind regards, John

[Fluxcompensator]

good morning @JohnAageAnderse ,

step for step we getting somewhere 😉

I added the filter and a condition - not sure what each of them really is doing. My flow looks like this at the moment.

I run it once and just got the "if not" condition email I set. 

actually I have no clue what I'm filtering for and how to set the right condition. 🤔

kind regards Flux

[JohnAageAnderse]

Hello @Fluxcompensator 

You went a little too far 🙂

The Filter Array action must have the Body (Korper) of the "List users by project" in the From field. The condition in the Filter Array looks correct.

After the Filter Array action, you need to check for how many users you have in the output from the Filter Array action. This is done by adding a Condition action with this condition:

length(body('Array_filtern')) is equal to 1

The first field contains the expression to count how many users you got from the Filter Array action and if it is equal to 1, then enter the Yes branch, else enter the No branch of the condition.

If you end up in the Yes branch, then you can register the issue!

If you end up in the No branch, then something is wrong 🙂 and you have to investigate!

Kind regards, John

[JohnAageAnderse]

Hello @Fluxcompensator 

To help you along, I cut and pasted together the flow from your screenshots 🙂 Hope it helps you on the way!

Kind regards, John

[Fluxcompensator]

Hello @JohnAageAnderse 

thanks for your help so far. I'm quite busy with other issues too, so i wont be able to come back to you till Friday I think.

If I have time in between I'll try your suggestions, hope for the best and share my results 👍

kind regards Flux 

[Fluxcompensator]

Dear @JohnAageAnderse ,

sorry for the delay, but as you know, other issues tend to keep up all the time 😉

I had the chance to talk to someone in my company who has a general understanding of the power automate tools and we where able to try out some things. During this process we hit another wall and as it seems the Table we are filtering for, doesn't hold the data we where expecting. 

The Array we implemented "list user by Project" from Jira seems incomplete. In between the Service Desk Project there is a "People" Section with all the "Service Desk Customers"(User without a licence) I want to filter for. 

In the Atlassian Administration there is a "User" (User with several licences) Section with all Users of all Products we have from Atlassian. 

During the filter process of our workflow only 55 Names are processed - the right project is selected and there should be more than 200 Names. Also some of the Names that should be in the list can not be resolved by the email address, cause there have only a "Jira Display Name". That's the Name I wanted to use for the Responder ID, but as I said, the list seems incomplete. 

At the moment I don't know how to overcome this problem, but I have to open a Ticket at the Atlassian Support first, before we can move on. 

So thanks again for your help so far, I'll come back to you If Atlassian can provide a Workaround, or a solution.

Kind regards

Flux