How to assign a Request Participant using Automation Rules?

[John Bradley]

Hello,

We recently created a Service Desk Portal, and one of the request types is onboarding a new hire.  Only HR personnel can create this request.  One field in the request is a custom field to add the new employee's supervisor.  This is an Asset Object field that gets the list of current managers to choose from. This asset is populated with an Azure AD widget

Once HR submits this request, I would like to use the selection in the supervisor field to populate the Request Participants field, as the supervisor needs to complete a secondary form attached to this request.

I've tried this, and it seems to add the manager and send them an email with a link to complete the form, but when the manager clicks the link, they get a message saying they are not allowed access.

Anyone who can help, I would greatly appreciate it if you could find out where I'm going wrong!

[John Funk]

Hi John,

Is the manager in one of the project roles in the Space? They should probably be in the Service Desk Team role. 

[John Funk]

@John Bradley  - Did you try this?

[Dang Quang]

Hi @John Bradley 

From your context, I'm unsure about detailed setup, but here is some key points to troubleshoot:

- Is the form open for customer edit (or the form still as internal). If the form is internal, then the manager would need Service Desk Team role (which they will then require JSM license) to be able to edit that form. 
- Is the link sent to them via the Customer notification setup when a request participant (is that from email that is sent by your automation). If the link is a agent view, in this format: https://yoursite.atlassian.net/browse/PROJ-#### then it is likely the manger has permission issue. 

[Christopher Yen]

Hi @John Bradley 

Assuming the employee's manager is being added to the request participants field successfully, is the manager being sent a customer portal link to the work item or the browse URL?

https://yoursite.atlassian.net/servicedesk/customer/portal/####/PROJ-####
vs.
https://yoursite.atlassian.net/browse/PROJ-####

for the browse URL it will require a JSM Agent license and service desk team role to view

[John Bradley]

Hi Christopher, I apologize for not responding as I must have missed the notification.  Yes, the manager does get a link but is not a licensed JSM user, he/she is also a customer that is being asked to fill out a form on the portal. Our HR department does not have JSM licenses, but they have been assigned to a portal group (HR) and are also requested participants and are able to access and complete this form.

The difference I see is that I added the HR staff to a portal group.  Maybe if I make a manager group and add managers to it then it might work?

[John Bradley]

Wait, I just realized that the url being sent might not be correct - I will check and report my findings

[John Bradley]

I just took a look at the URL and it is the correct one that points to the portal.