Possible to auto-add participants to tickets?

Adam Waterhouse

Is it possible to automatically add participants to tickets?

We have people who look after certain customers so ideally we'd be able to set up some automation that would add 'Person A' as a participant to a ticket if one has been logged for one of their customers.

I've Googled this and seen some older threads that said it wasn't possible, so just wondering if anything has changed.

Mike Bowen

Hi @Adam Waterhouse 

It is absolutely possible although I've only found one solution of doing it correctly (see solution 3 below), but if you are not in a position to download a free plugin, then the two options below will work as well, be it in a slightly different way. 

Solution 1: This solution requires a bit of work and you being an administrator: 

If you are a JIRA administrator, you could create multiple Groups under Administration and add your team names to the Group names. You would then add a custom field called Team or Group as a selection field and add the field to your Jira Service Desk screen. Your team or 1st line support would manually select the Group from the pull down on the ticket and everyone in the group would receive an email notification of the ticket creation. 

Solution 2: A simpler way using the Groups in Administration: 

You could use some built-in Automation... Project Settings - Automation and set up a rule that for every ticket created by Org A to automatically select the group responsible for that Org. Everyone in the team will be notified when a ticket is created from an Org, but they won't be added to the Participant list. 

Solution 3: The best way though from my experience:

1. Download a plugin called Automation Lite for Jira (it is free and super useful and powerful). 
2. Create a new rule: 
   
   1. When: Issue Created (rule is run).
   2. If: Reporter is one of (specify the users in the Org that could be a reporter or ticket creator). 
   3. Then: Edit the Participants (specify your team members who will be looking after that Org). You could even assign the ticket as a separate rule and or use a round-robin process of assigning the ticket or assign the ticket to the team member with the least amount of tickets to their name. The rules are simply amazing! Lots and lots of options. 
3. Repeat the above steps for each of your Orgs and this is a simple task because one can simply copy the previous rule and edit/rename it. 

I can't recommend the last solution enough. The Lite version is powerful and for small companies should be just fine. For larger companies where there are more tickets arriving in the queue, you might need the paid version, as I believe it works on the number of rule calls. 

 

-Mike