This page is about Chat for JSM Cloud. Using Server or Data Center? Click here.
Jira tickets initiated using WhatsApp have “Anonymous Chat User” as a Reporter. This is happening because a customer (even if it exists in your service project) cannot be connected to a WhatsApp user. However, we can retrieve user name and phone number from their WhatsApp account. This information is visible under the “Chat information” section on the Chats page:
Additionally, you can copy the WhatsApp user name or phone number to a custom field using Jira Automation.
Create a Jira custom field (text type).
Go to Project settings → Automation → Create rule.
Configure Jira Automation rule like this:
To fetch the metadata, use the following smart value for user name:
{{issue.properties."com.spartez.supportchat.chat.metadata"."username"}}
or phone number:
{{issue.properties."com.spartez.supportchat.creator.identity"."value"}}
That’s it. You can now search and filter your tickets based on the custom field.
Note, that data must be copied to a text field and cannot be used in the Reporter field since there is no user email.