Request participants added automatically

Question

Hi everyone,

I've created an Automation that alerts some users when a new ticket is created.

When this ticket is created starting from the Customer Portal, the above mentioned users are added automatically into the Request Participants field.

I would like it not to happen because, due to privacy reason, I don't want that an external customer could see the internal users who will work on the request.

How can I avoid this behaviour without loosing the internal alert?

Thanks

Jack Brickey · Answer

If you want to notify someone without adding them to the the RP field then use "email" action. Then if you need something in the comment too then add a separate comment action.

giuseppe IN · Answer

@Jack Brickey any suggestions? Thanks

giuseppe IN · Answer

Hi, I'm using Automation by Jira. On creation event (Trigger = Issue created) I just add a comment like this: "[~user1][~user2] A new ticket has been created...". I select Users according to a custom field. I need them to be alerted on the ticket creation and I want this message is written in the comment section. How can I reach my goal and avoid this strange behaviour on request participants?