Add Approver as a participant with Jira Automation Add-on

Question

Hi,

We are using Jira Service Desk Cloud and I need to create a rule with Automation for Jira.

When the workflow is service request with Approver, then the approver (Manager) should be added as a participant and should be notified to go to customer portal view and to click on "Approve" option in the ticket.

Angélica Luz · Answer

Hello Michelle,

Thank you for reaching out to Atlassian Community!

Searching for workarounds to add request participants, there is an option using Automation for Jira.

I tested an option in order to try to copy a value from the field Approvers to the Request participants, but it didn't work.

The option that works is to add a specific user as a participant.

Please, check the threads below for more details:

*  Action to add Request Participants - Automation for Jira add-on
*  Automation for JIRA - Request Participants
*  Adding 'Request Participants' using Automation?
*  Action to add Request Participants - Automation for Jira add-on

The best option would be when the approver goes to the customer portal to approve the ticket, they click on Get notifications to receive future notifications.

Regards,
Angélica

Michelle Huck · Answer

Slight update, I know we can manually add someone to Request Participants once the issue is created, but I'd like for it to automatically happen so we don't let anything slip through the cracks.  :)

Michelle Huck · Answer

We had this same issue and I discovered that the Approver wasn't getting any emails because the workflow stage the ticket was going to/was in did not have an Approval set on it.  The notification to the Approver that says, "Hey, approve or reject this" is dependent on the ticket transitioning to a stage that is marked as an Approval stage in Workflow.

That being said, I ALSO want to know how to set an Approver as a Request Participant because, in our organization, we may have questions going back and forth from us to the Approver and unless the Approver is a Request Participant, the ONLY notification they receive is the one asking for their approval. We'd like for Approvers to receive the same notifications as the Requestor, i.e. public-facing comments, issue updates, etc.

Thanks!