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Automation for adding requested participant based on the reporting user

Alex S_jl36nk

Hi all,

I would like to create an automation that adds the individual that opened the incident to be added as a requested participant into the ticket.

I found this article, but I have very little familiarity with JQL so I am not sure how I can amend the value provided to reflect what I need.

How to add/update Request Participants using Automation for Jira | Jira | Atlassian Documentation

I assume I need to use this JSON:

{"update": {
  "Request participants": [
   {
    "add": {"id":"<accountId>"}
   }
  ]
 }
}

And replace the section within the "add" line with {{reporter.displayname}} somehow, but not entirely sure.

Any assistance would be great. Thanks!

Accepted answers

Joseph Chung Yin

@Alex S -

Hi Alex:

By default, users who created the issue doesn't need added to request participants since he/she is the issue reporter in JSM. Can you provide why you want to the reporter to the requested participants for the same ticket?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Joseph Chung Yin

@Alex S -

Hi Alex:

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Alex S_jl36nk

Yes, the users will get notified but they won't see all the details of the ticket unless they are a participant. There was an ask from leadership to have more transparency and visibility on certain ticket types so the requestor can monitor progress beyond email notification.

Walter Buggenhout

That is unfortunately a misconception, @Alex S. A request participant does not have any additional permissions in comparison to the reporter. All this is for, is to add a backup person for the ticket to follow and participate in comments.

If a user needs to see the full details of a ticket (i.e. all the internal information of a ticket, not just the information provided on creation and the comments that are exchanged afterwards), your users should have a proper Jira license and access your tickets internally, not from the customer portal.

Walter Buggenhout

As long as it is ticket progress that you are referring to, tickets have a customer facing status, which represents the stage in the ticket workflow as you want it to be seen by customers. However, that is the status the reporter can see as well from the my requests page in the customer portal. So no need/use to add the reporter as a request participant there either. That would be - as @Joseph Chung Yin mentioned - entirely redundant.

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