How can I automate adding Request Participants using JSM and Assets?

Question

I have JSM working with SLAs and Automations that send an email reminder to a Customer if they haven't responded to the Agent in # days. This is done by adding a public comment that is shared with the customer.

After # of more days, I'd like to escalate the issue by adding the customer's manager's email address as a CC to the email. I don't see a place for adding an email so I think I have to add the manager to the ticket (Request Participants). I can do this manually.

Where this gets complicated is that I need to automate the process. In Assets, I setup locations, people, and manager relationships but can't figure out how I can use those assets in an automation to add the Request Participants.

In Assets, I have people linked to a location and the location linked to a manager. For example: Person1, Person2, and Person3 are linked to Location1. Location1 is Linked to Manager1.

The request is emailed in by Person1. I want to find Person1 in Assets, follow the link to their location (Location1), follow that link to its manager (Manager1) and add that manager to the ticket.

I've been reading lots of documents but I can't figure this out. Sure hope someone can help.

Thanks!

Lenny Thaw · Answer

Thank you all for the responses.

To clarify, I'm sending an email to the customer by using the automation action "Comment on work item". I'm using that instead of the email action because the it records the contents to the work item's history.

I'd prefer the manager did not receive notification for all work item updates. The idea was to escalate the issue to the manager so they knew we weren't getting a response from the person who opened the ticket. The last thing we'd want to do is barrage the manager with emails/notifications they don't need to see.

Is there a better way of going about this?

Andrea Robbins · Answer

This is a good point here! I reread your post and noticed it was more focused on email sending than request participants. If you add the manager as a request participant, he or she will get email updates on any customer update you have enabled from that point and on by default. If you want a one time email, just add the smart value you would add to the request participant field but to the email send action.

Joseph Chung Yin · Answer

@Lenny Thaw

Welcome to the community.

I agreed with @Andrea Robbins suggestion.  In addition, once when you test out the capture of the needed users to the specific JSM requests, then you can adjust your automation rule to conduct an action using "Send Mail" where you can create your custom email notification to them.

Your rule may be also require the different conditions on the # of days action.

Hope this also helps.

Best, Joseph