Issue Summary

At insight, there is "User" attributes type that are linked to JIRA user or customer account. In JIRA ticket , if the customer are set as "Reporter" and also as the Insight object value , we can identify that the automation smart value didn't return the user email address from the object , but it only return email address from reporter smart value.

Steps to Reproduce

1. Add "User" attribute type in Insight Object type
2. Create an object and update the User attribute with portal only customer account.
3. Create Insight object custom field and add to the request form or create issue screen.
4. Create an issue and update the Insight custom field with the object that have User attribute updated with portal only customer , and also add the portal only customer as reporter.
5. In automation configuration , use "Issue Created" trigger and use the log action to get the smart value below :-

   Reporter email address : issue.reporter.emailAddress
   Object email address : issue.Insight Object field.User.emailAddress
   

   
   

   Expected Results

Allow automation for jira to get User email address despite the user profile is a customer account , or if the user profile email address set to "Only you and admin".

Actual Results

Automation smart value not able to retrieve user email address based on "User" attribute type.

Workaround

Create a separate text attribute in Insight and manually update the user email address. Then, use the attribute to get the email address value.

Alternatively, lookup an Issue where the User is an Assignee or Reporter, using the accountId from the Assets Object Attribute.
Then, use .emailAddress on that instead, which should always return the address.

For portal-only accounts, an actor with JSM license can view the email address. But for managed/unmanaged accounts with restricted visibility (Only you and admin), even org admins cannot view the email address via Automation rule.