We automated service tickets generation. We are generating service tickets on behalf of some customers when our monitoring detects a fail on their instance. This worked for over a year.
Since about 2 days, the JSD ticket generation fails with a message saying that the raiseOnBehalf field must be fixed. It contains a valid email address of that customer.
I read in the latest doc here https://developer.atlassian.com/cloud/jira/service-desk/rest/#api-request-post that this field is now supposed to contain
The ‘name’ field of the customer the request is being raised on behalf of.
which doesn’t mean much. For these customers the “Full Name” is the same as the email address.
One thing I tried is to use the Username which is something like qm:31f… with a very long hex code.
Then it worked.
Can someone tell me if the REST API behavior changed and we are now supposed to add a step to retrieve that Username field from the user to use this “raiseOnBehalf” function?