I have JSM working with SLAs and Automations that send an email reminder to a Customer if they haven't responded to the Agent in # days. This is done by adding a public comment that is shared with the customer.
After # of more days, I'd like to escalate the issue by adding the customer's manager's email address as a CC to the email. I don't see a place for adding an email so I think I have to add the manager to the ticket (Request Participants). I can do this manually.
Where this gets complicated is that I need to automate the process. In Assets, I setup locations, people, and manager relationships but can't figure out how I can use those assets in an automation to add the Request Participants.
In Assets, I have people linked to a location and the location linked to a manager. For example: Person1, Person2, and Person3 are linked to Location1. Location1 is Linked to Manager1.
The request is emailed in by Person1. I want to find Person1 in Assets, follow the link to their location (Location1), follow that link to its manager (Manager1) and add that manager to the ticket.
I've been reading lots of documents but I can't figure this out. Sure hope someone can help.
Thanks!
The reporter will tell you who the person is who emailed the request.
1. Use the reporter's email address to find the people asset:
Within a lookup objects, do something like "Email attribute name" = {{reporter.emailAddress}}
2. you have a {{lookupObjects}} smart value available to you to use, drill down to the location and the location's manager:
{{lookupObjects.Location attribute name.Manager attribute name}}
3. If that Manager attribute name is a Jira user, you can use the above to directly populate the Request participants field, if it is an asset, you can use the email address on the asset to find the Jira user (either if it is a property on your asset OR use the REST API otherwise)
Note if you want to keep any existing request participants, do {{issue.Request Participants}} {{lookupObjects.Location attribute name.Manager attribute name}} - assuming the manager attribute name is a Jira user attribute type, otherwise use something else as described above in #3
Let me know if you have questions on the above, thanks!
Welcome to the community.
I agreed with @Andrea Robbins suggestion. In addition, once when you test out the capture of the needed users to the specific JSM requests, then you can adjust your automation rule to conduct an action using "Send Mail" where you can create your custom email notification to them.
Your rule may be also require the different conditions on the # of days action.
Hope this also helps.
Best, Joseph
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
This is a good point here! I reread your post and noticed it was more focused on email sending than request participants. If you add the manager as a request participant, he or she will get email updates on any customer update you have enabled from that point and on by default. If you want a one time email, just add the smart value you would add to the request participant field but to the email send action.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.