Add Request participants

Question

Hi all,

i created an automation rule to add request participants when certain users create an issue.

Scenario 1 - If user A creates an issue and cc's user B and C, support A should automatically be added as one of the request participants.

scenario 2 - if user X creates an issue and cc's user Y and Z, only support B should automatically be added as one of the request participants.

else

Scenario 3 - if user J or any other user creates an issue and cc's user K, support A and B should not be added as one of the request participants, and only user K should show under the request participants field. However, that is not happening. User K does not show under the request participant. below is the automation rule

Jo_e1nbm9 · Answer

Hi @Ste Wright  the Issue reporter for the first condition is Amorah, as seen in the sceenshot below. The participants that should be added are the participants Amorah cc'd on their email and Anette Kitchen should then automatically be added as a request participant every time Amorah sends an email request.

The second condition (first else-if) - the Issue reporter is David, the participants that should also be added to the request participants field are the participants that David cc'd and Esenthren should automatically then be added also to the request participants (you will not see Esenthren's name because I did not expand the "edit issue fields").

The last else if is giving me an issue. When i look at the logs, i do not see an error. The rule does run, but the users that the issue reporter would have cc'd, are no longer showing on the request participant field.

I also have another question, is it possible to use the email domain instead of for example Amorah's name, so that when people that have the same email domain as Amorah send an email, Anette will automatically be added also as a request participant. I would have gone with the organisation option, but an organisation might have hundreds of users and i might not know all of them.

Ste Wright · Answer

Hi @Jo

Can you detail the condition you're using here to identify the creator and the CC'd users?

Is the issue that Request Participants isn't edited - or that the rule doesn't trigger for this ELSE-IF?

What does the audit log say against the action which isn't working?

Ste