Adding Primary Contacts As Request Participants

Nigel Dufty_yx11iz

We are going to be using Jira Service Management for external clients. We have a portal and email that clients can submit tickets using. We have a list of Organizations with email domains so that when a new customer submits a ticket, they are assigned to the appropriate organization. Each organization has a primary contact, whenever a customer from that organization submits a ticket, I want the primary contact from that organization added as a request participant and sent an email. I do not have the primary contact set yet in Jira. Is there a way I can achieve this with automations and custom fields? I can't create a unique automation for every organization as I do not have enough automation limits for that.

Trudy P Claspill

Hello @Nigel Dufty 

You said you don't have enough automation limits for this. How have you determined your automation limit and your automation usage?

The limit is not applied to the number of automation rules you have, but rather to the executions of automation rules. And "execution" means that a meaningful action is executed, not simply that the rule is triggered. There is a page for reviewing your usage at 

https://yourURL/jira/settings/automation#/tab/usage

Are you getting so many tickets that evaluating each one and adding the primary contact as a Request Participant would exceed your usage limit?

 

An alternative may be to customize the workflow. This would likely require a third party app that allows you to customize workflows in a more complex manner than is available natively.