Add users of the group in which is included the reporter as watchers

[Davide Bortolotti]

Hi, I'm configuring the Jira Service Desk for my company. When an user raise a new request from the portal, with an automation or something else I would like to add as watchers all the users that belongs to the Jira User Group to which belongs the reporter.

E.g.: reporter is John Doe and he belongs only to the group "afc-users"; even the users Mary Lou and Robert Pan belongs to the same group. I want to add as watchers both Mary Lou and Robert Pan because if John Doe is experiencing a bug, even May Lou and Robert Pan must be kept up-to-date on the resolution process.

I know that as per the data model, a user can belong to more than one group. In this case I can set up some filters to retrieve just one or I can avoid this use case (I don't think about this yet).

Appreciated any suggestion.

Davide

[Kathy Hart · Accepted solution]

Instead of groups, you may want to set up your users into Organizations in JSM. This is a built in functionality, and it is easy to share tickets with other users of an Organization. You could set up each team or department as an Organization. Then the org can be set as participants on the tickets. This uses the Org or Participant functionality, not the Watcher function. 

Just a suggestion. There may be other reasons why this will not work for you, but it is worth investigating.