Changing Reporter/Assignee using Case Owner Email

Owned by Mark Kleinsmith
Last updated: Oct 05, 2023 by Mark Kleinsmith
3 min read

Purpose

To change a Jira issue's Assignee or Reporter, you are required to set the value mapping between the Jira User field and the Salesforce Case Owner. This documentation will help to provide an alternative workaround by using the Owner email address.

Answer

Configuration in Salesforce

  1. Go to Setup > Object Manager > search for the desired Object (e.g. Opportunity).

  2. Click to configure the Object, under Fields & Relationships, click New.

  3. Select Formula to capture the Case Owner's email address and click Next.

  4. Insert the Field Label and Field Name value. Then, choose the Text option. Click Next to proceed.

  5. Click the Insert Field button and design your field. Click Insert and press Next until you reach last page.

     

  6. Click Save to complete your custom field configuration. Confirm that the email address is now populated in the Salesforce Record.

Configuration in Jira

  1. Create a Short Text custom field (link for custom field in Jira. In this example it is named "Jira User".

  2. Go to Apps > Salesforce > Bindings > select Mappings on an issue type and map the Jira field with the Salesforce field created.

  3. Save the configuration and confirm that the email address is populated in Jira when the data is pulled from Salesforce.

Configuration in Jira Automation

  1. Select a project and navigate from Project Settings > Automation.

  2. Create a new rule with Trigger is Issue updated.

  3. Add a new component and select New Condition > Issue Fields Condition. Choose the Jira Field and set the condition as is not empty.

  4. Add another component and select New Action > Send Web Request

  5. Set the Web Request URL with the URL according to your Jira environment:

    1. Jira Cloud:
      <JiraBaseURL>/rest/api/3/user/search?query={{issue.<customField_Id>}}

    2. Jira Server:
      <JiraBaseURL>/rest/api/2/user/search?username={{issue.<customField_Id>}}

    3. To find the Custom Field ID, you can refer to How to find the id for custom field(s)? documentation. Link for "How to find the id for custom field(s)? documentation.”

  6. Before proceeding further, create an API token using a user that has the right permissions for the project based on the article below (This step is not required for Jira Server & Data Center):

    1. Manage API tokens for your Atlassian account.

  7. Copy the API token and encode it with the username. You can use this third-party site to encode it.

  8. In the website's text box, arrange the username and the token in the following format:

    1. Jira Cloud:
      <username>:<APIToken>

    2. Jira Server:
      <username>:<password>

  9. Click Encode and copy the result back to the Jira Automation page.

  10. In the Headers section, set the name as Authorization.

  11. Set the Value with the following format, paste the encoded data from step 9 in the "<encodedToken>" portion of the text:
    Basic <encodedToken>

  12. Set the HTTP Method to GET and tick the Delay execution option.

  13. The configuration up to this point will look like the following:

    Click Validate your web request configuration and validate an issue from your project. The expected result is "HTTP 200 OK."

  14. Add the last component > New Action > Edit Issue.

  15. Do not select any field, instead expand the More Options section.

  16. In the text box, add the following:

    1. Jira Cloud:
      {
      "fields": {
      "reporter":{"id":"{{webhookResponse.body.accountid}}"}
      }
      }

    2. Jira Server:
      {
      "fields": {
      "reporter":{"name":"{{webhookResponse.body.name}}"}
      }
      }
      You can change the value between Assignee” or “Reporter” depending on your configuration.

  17. Save the automation and publish it.

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