Automatically Updating Friendly Email Addresses to Proper Atlassian Accounts

What's Happening?

We've rolled out a new automation rule at IST to make life a bit easier! If someone creates a Jira Service Management (JSM) ticket using a "friendly" email address (like an alias or an alternate email), the system will now automatically update it to match the correct Atlassian account.

Why Are We Doing This?

Sometimes when users create a JSM request through email, they might use a friendly email address instead of their WATIAM Atlassian account email. This creates a separate customer account, which means users can’t see their requests in the portal since they need to log in using their WATIAM email with Single Sign-On (SSO). By automatically switching the friendly email to the proper account, we’re making sure that everyone can easily see their requests and updates in the portal, without any confusion.

What Should You Do?

If you're managing a JSM project and want this automation to work for you, you’ll just need to make sure the ISTJira Automation' user is set up as an administrator in your project. It’s super easy:

1. Go to Project Settings
   • Open your JSM project and click on 'Project settings' in the side menu.
2. Add IST Jira Automation' as an Administrator
   • Select 'People' from the project settings page.
   • Click on 'Add people'.
   • Look for 'ISTJira Automation' and add them.
   • Choose 'Administrators' as their role, then hit 'Add'.

Once that’s done, the automation will take care of updating those friendly emails for you!

Have Questions or Need Help?

If you have any questions or need a hand, just submit an Atlassian request, and we’ll be happy to help!