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Is it possible to automate the addition of observers from the customer portal?

Adrien P.

Hello everyone,

Many of my customers create tickets from the customer portal and they always share these tickets with the same observers (their colleagues).
They would like to be able to automate this sharing without having to add the same observers one by one each time they create a new ticket.

First track: The notion of an observer group does not seem to exist and could easily satisfy this need.

Second track: As an administrator I regularly use automations but it doesn't seem possible to automatically send notifications to specific client users, it's currently only possible for agent users.

Do you know if there is a solution to automate this?
I'm worried that this is a request for product evolution.

Thank you in advance for your help.

Adrien

Accepted answers

Jack Brickey

You can’t do this OOTB. There is this suggestion open - JSDCLOUD-1530

you could use an addon e.g. Automation for Jira, Scriptrunner, etc.

i also found this KB that provides addon details - add-request-participants-automatically

All comments

Jack Brickey

You can’t do this OOTB. There is this suggestion open - JSDCLOUD-1530

you could use an addon e.g. Automation for Jira, Scriptrunner, etc.

i also found this KB that provides addon details - add-request-participants-automatically

Adrien P.

Thank you Jack for your answer, I didn't see that a request had already been created in 2015.

Jaber Howlader

Have you considered setting up Organizations? The customer-users within the organization would then be able to see all the tickets created by themselves and their colleagues.

Adrien P.

This notion of organization is already in place, unfortunately customers do not necessarily want to make the effort to log on to their portal and consult the tickets of their colleagues. Their need is really to automate a ticket sharing where they are concerned in the form of a push notification as we would do with a mail sharing.
In short, the creator of the ticket must be able to share it very quickly with the colleagues he is used to working with, and the information to share these tickets must come to his colleagues.

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