I want to add service desk request participants automatically based on issue type

Hilary Boyce

We have just set up a Service Desk for a client and they want particular customers to always be added as request participants.  Some for all requests and others for just one request/issue type.  It would be good to automate this.  I had hoped to be able to do it with the automation rules but adding request participants doesn't seem to be an option when creating an issue.

 

Does anyone know how we can make this happen?

Gerry Tan

You can write your own automation THEN action (if such add-on don't already exist in Marketplace – or engage an Atlassian Expert to do it).

Here are some relevant developer documentation:

• Writing remote automation THEN action: https://developer.atlassian.com/jiracloud/guide-implementing-automation-actions-41223090.html
• JSD add participant REST API: https://docs.atlassian.com/jira-servicedesk/REST/cloud/#servicedeskapi/request/{issueIdOrKey}/participant-addRequestParticipants

Update:

There's also a JSD feature request for this: https://jira.atlassian.com/browse/JSD-1530 with some KB workaround and discussion. Feel free to participate / vote .