Add a request participant from the Watcher/CC field from customer portal

[Nikola Perisic]

Hey all!

I am creating an automation rule in the JSM project and here is my goal: Whenever a customer raises a request and they add someone to the Watcher/CC field, they need to be added as a request participant automatically.

When I test this and indeed add myself to the Watcher/CC field on the customer side, the request participant is not filled. Am I missing something?

[Kai Becker · Accepted solution]

Hi @Nikola Perisic 

could you give a little bit more detail on the fields?

• What type of field is the Watcher / CC? Text, User picker? Multi or single user?
• How do you edit the Request participants? Add new values? Set field to value from Watcher / CC?

Does the participants field change in any way? For example will everything be cleared after running the rule? Is there any error in the audit log?

Usually I would say it's something related to content mismatch. 

[Nikola Perisic]

Hello @Kai Becker 

• This is a user pick custom field - single user
• Right now, editing needs to be added from the value of Watcher/CC which is actually been set 

From the logs, it saying that the condition is not matching. 

[Kai Becker]

Thanks for the update. If the condition is not matching, it could be a timing issue.
You could try to re-fetch Issue data as action, before the condition.

As there are two conditions, which one fails?

Type Email Requests might be a problem, as I think it is the fallback for emails sent to the mail handler and might not be available in the portal?

[Nikola Perisic]

No problem, I've managed to fix the issue, I had a double automation that was doing the similar things. I believe when you have automation rules to do the same thing, one will work, one won't? 

Thanks for help @Kai Becker 

[Kai Becker]

@Nikola Perisic yeah could be. probably some sort of first come first serve issue.

Glad you figured it out :)

[Pavol Gočal]

Hello @Nikola Perisic ,

as @Kai Becker is already helping you with automation, I would suggest a different solution for this problem.

You might consider digging into issue workflows and use "Set issue field" post-function on "Create" transition.

In "Set issue field", you can check if the "Watchers" field has value. If so, you can then set "Request participants" with values from "Watchers" fields.

[Nikola Perisic]

Hi @Pavol Gočal 

Thanks for the recommendation, however we wanted to accomplish this goal using the automation rule.