Customers are not in their place (they appear in the Watchers field).

nick_92pldb

 

Hi Community,

Need advice. It is about the Jira Service Management product. I have several SM projects that were in public access. Everyone who was not an Agent (not licensed) was automatically added to the Watchers field (along with the Agents). Now we have brought order to each project, and all Customers are added to the Participants field (as they should be). But there are many issues in which Customers, together with Agents, are listed in the Watchers field.

Question! How do I move Customers from the Watchers to Participants field in all issues in which they are present?

For example, I have 100 requests where Customers and Agents appear in the Watchers field. I need to select all Customers in these issues and move them to the Participants field, leaving the Agents in the Watchers field. Is it possible to do this through the DB or in another way other than manually deleting and adding users? Maybe it can be done with other additional tools?

 

Dave Mathijs

Hi @nick ,

People often confuse Watchers (agents) with Request participants (customers), so I'm glad to see that you're cleaning up.

I suppose it would be possible with ScriptRunner for Jira.

Being able to extract all Watchers from your JSM issues, then filtering out customers from agents and copying those values to the Request participants field.

Don't hesitate to open a support request with them to see if that would be possible.

Otherwise, I'm afraid that will be a manual task.