Differentiate Issues Created by JEMHC vs API

#if its not created via Email, its not us.

JSM Projects

When issues are created by JEMHC in a JSM Project their description heard has:

Username raised this request via Email

the ‘via’ part gives the clue. Its values are defined in CustomerRequestChannelSource:

“via Email” is used by JEMHC
“via Jira” is used by:
- the Issue Collector , if used
- direct REST calls from external scripts using the standard Jira REST API of nnn.atlassian.net/rest/api/2/issue (secured with a user token)
“via API” is used by:
- direct REST calls from external scripts using the standard JSM REST API of http://nnn.atlassian.net/rest/servicedeskapi/request (secured with a user token)
“via Portal” appears to be for portal users..

Validating

Creating an issue via standard Jira REST : /rest/api/2/issue

This will show up as “raised this request via Jira”

B64AUTH is a base64 value eg:

Read https://developer.atlassian.com/cloud/jira/service-desk/basic-auth-for-rest-apis/

echo "andy@blah.com:myusertoken" | base64

Invoke rest

The script, where you paste the b64 encoded token:

curl --request POST \
  --url 'https://thepluginpeople.atlassian.net/rest/api/2/issue' \
  --header 'Authorization: Basic $B64AUTH' \
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --data @/home/andy/issue.json

issue.json

Creating an issue via JSM REST:

This will show up as “raised this request via API”

B64AUTH is a base64 value eg:

Read https://developer.atlassian.com/cloud/jira/service-desk/basic-auth-for-rest-apis/

Invoke rest

The script, where you paste the b64 encoded token:

jsm.json

Created Issues from JEMHC are still appearing as ‘created via API’

When a JSM request creates an issue, JEMHC attempts to set the request channel type to ‘created via Email’.

It is possible for created Issues to fail to have this channel set. If this happens, it is often due to a permission failure, and you will be notified that the request.channel.type cannot be set in the Audit Report.

The below table indicates the reason the channel type is failing to be set:

Audit Report	Reason for failure

Audit Report

Reason for failure

Requests to set Issue properties fail, with the Atlassian response 'Issue does not exist or you do not have permission to see it.'.

This can be due to the atlassian-addons-project-access not having the Browse Projects permission, or not being part of the Issue security level being used in the Issues security scheme.

Audit report warning for setting channel type failure

Requests to set Issue properties fail, with the Atlassian response 'You do not have permission to edit issues in this project'.

This can be due to the atlassian-addons-project-access not having the Edit Issues permission, or not being part of the Issue security level being used in the Issues security scheme.