Add Approver as a participant with Jira Automation Add-on

[Izabella Cikalova]

Hi,

We are using Jira Service Desk Cloud and I need to create a rule with Automation for Jira.

When the workflow is service request with Approver, then the approver (Manager) should be added as a participant and should be notified to go to customer portal view and to click on "Approve" option in the ticket.

[Angélica Luz]

Hello Izabella,

Thank you for reaching out to Atlassian Community!

When a customer or user is added as an approver, they will receive a notification informing that the ticket is waiting for approval.

Just to make sure that we are on the same page, can you please let us know if they are not receiving the email?

Also, please check if the notification is enabled on Project settings > Customer notifications > Approval required.

Regards,
Angélica

[Izabella Cikalova]

Hi Angélica,

Notifications are on, but email notification is not sent to approver. I created a Jira automation rule when filed Approver change to send email and it works now, but the problem is that if the ticket is not shared within the whole organisation, then the approver might not be able to see the ticket and to click on approve button. That is why I need to create a rule to add approver as participant.

[Angélica Luz]

Hi Izabella,

When a ticket is created through email or the portal and the approver is added, they should receive a notification. 

Have you tested adding the approver at the moment the ticket is created? Is the field visible in the portal?

Regards,
Angélica

[Michelle Huck]

We had this same issue and I discovered that the Approver wasn't getting any emails because the workflow stage the ticket was going to/was in did not have an Approval set on it.  The notification to the Approver that says, "Hey, approve or reject this" is dependent on the ticket transitioning to a stage that is marked as an Approval stage in Workflow.  

That being said, I ALSO want to know how to set an Approver as a Request Participant because, in our organization, we may have questions going back and forth from us to the Approver and unless the Approver is a Request Participant, the ONLY notification they receive is the one asking for their approval. We'd like for Approvers to receive the same notifications as the Requestor, i.e. public-facing comments, issue updates, etc.

Thanks!

[Michelle Huck]

Slight update, I know we can manually add someone to Request Participants once the issue is created, but I'd like for it to automatically happen so we don't let anything slip through the cracks.  :)

[Angélica Luz]

Hello Michelle,

Thank you for reaching out to Atlassian Community!

Searching for workarounds to add request participants, there is an option using Automation for Jira. 

I tested an option in order to try to copy a value from the field Approvers to the Request participants, but it didn't work.

The option that works is to add a specific user as a participant.

Please, check the threads below for more details:

•  Action to add Request Participants - Automation for Jira add-on
•  Automation for JIRA - Request Participants
•  Adding 'Request Participants' using Automation?
•  Action to add Request Participants - Automation for Jira add-on

The best option would be when the approver goes to the customer portal to approve the ticket, they click on Get notifications to receive future notifications.

Regards,
Angélica