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Adding request participants automatically to new request

wolfgang_mueller

Dear all,

I would like to add automatically a person to "Request participants" when a new request is created.

I tried to use the automation function by creating a rule: WHEN Issue created THEN Edit issue. This doesn't work since the possible field options for "Edit Issue" do not include "Request participants". So that I could select "Request participants" instead of "Assignee" as this screenshot shows.

I would like to know how I can either add "Request participants" as an option for "Edit Issue" or if there is another way to achieve my goal? The other related questions I have found here, couldn't help me further.

Thank you!

Accepted answers

Andy Heinzer

Hi Wolfgang,

I understand you are wanting to automatically add a user to the request participants when an issue is created in Jira Service Desk. I am afraid this is not something that Service Desk can do natively at this time. There is an open feature request for this ability in https://jira.atlassian.com/browse/JSDSERVER-1530 I would recommend voting/watching that feature request for updates on this.

The interesting part is that this feature request does list a workaround KB that explains how this could be done with either of two 3rd party plugins for Jira. Please see the KB How to automatically add request participants when creating an issue.

I hope this helps.

All comments

Andy Heinzer

Hi Wolfgang,

I hope this helps.

wolfgang_mueller

Thank you for your answer, Andrew. It helps a lot. Thanks again.

Ethan Foulkes_q39h0k

Hi Wolfgang,

I'm guessing you've solved this by now but just in case I wanted to let you know that the Power Scripts add-on can also do this.

There is a video walking you through it step by step here.

Tanmay Saha_4x2y83

thanks my issue has been fixed ..

Stefan Saikaly

Hello,

What you can do is create a custom field A (for example) that the user can fill and through the workflow, on request creation, copy the value from custom field A to the request participant field and make sure you set up permissions and notification for that field.

Regards,

RamR_hw5rqq

@Stefan Saikalywhat do you mean by "set up permissions and notification for that field". Were you able to implement this solution for yourself? did that work?

Stefan Saikaly

Hello,

Yes, since people complained about using the Share button cause it creates a two step work.

We created a field, and copied its value to the request participant field.

As for permissions, you need to add the request participants in the permission scheme in order for them to be able to see the request and the notification scheme in order to get notifications when they are added to the request.

Regards,

RamR_hw5rqq

I am trying this solution and the values from that custom field just wont get copied to the request participants?! Actually I am using Automation for Jira and trying smart value to copy the values.

Sam_fdmg93

The method specified in the KB article does not actually write the change to the database, effectively making it useless.

Andy Heinzer

Hi @Sam,

I have every expectation that the work-around in the KB are still valid, but that said these were created a few years ago, so perhaps something has changed since then.

Could you tell me more about your environment and what you are seeing here? Are you using Jira Cloud or Jira Server? If Jira Server, what version are you using of Jira and Jira Service Desk?

Were you following the scriptrunner method, or the automation for Jira method?

Andy

Derico Zymn

Thanks

Ulrika Eriksson_ay9alu

I want to reopen a ticket when a user in "Requested Participants" field are commenting on an issue. Is this possible or is it only when Reporter comments that the ticket ca be reopened in an automation?

Bharat Bhushan_olz6gz

Hi Everyone,

Hope you do well.

I was searching something on the same topic and may be someone has already experienced it.

Our users write to us on support email and that creates a ticket in the service desk. Problem is when they included someone in CC of the email then it does not tag that person to request participants. Is it possible to do that?

Bharat Bhushan_olz6gz

Hi Ulrika,

Thanks for raising it. I have the same problem here. may be someone can help?

Thank you,

Bharat

Andy Heinzer

Yes it's possible. The documentation in Add request participants through email, explains the expected behavior here and links to other documentation that should help:

Agents and project admins can add new customers to a project at any time by including their email address in the “To” or “Cc” field when replying to a request’s email notification. Learn more about users and roles in Jira Service Management.

Depending on your customer access settings and project customer permissions, customers may be able to add people to the project as new customers by including their email address in the “To” or “Cc” field when replying to a request’s email notification. Learn more about how customer access settings impact project customer permissions.

If you want that CC user to have access to the request, then you might need to adjust the Service Management settings for that project so that

customers can create their own accounts, and
that customers can share the request with other users.

If they can't do either of those things, JSM might not be able to grant that user CC'd user access to the request itself.

Andrey Ivanov_594t32

@Andy Heinzer Hi! Maybe you can help me with my problem.
I came across this problem. We have a group in the mail, let’s call it group “A”; it includes several people. When we receive a request to the servicedesk, a person who is not listed in CC, but is in group “A” tries to leave a comment, the ticket is duplicated

Andy Heinzer

That is the problem with a distribution list email address. Jira does not have anyway to determine which users are in that address. The only way Jira can tell which user should have access to a request is by the specific email addresses added to the request. Adding a distribution list circumvents this identification process.

It can be helpful in some cases, but in cases like yours, it causes users in that list that are not in the reporter or requested participants field to not have direct access to the request. As such, them trying to add a comment will not be permitted, but if the service project allows that user to create a new request, it will do that instead.

In general, I would suggest avoiding the use of a distribution email address within Jira. Jira can help to avoid the problem if all the users that should be able to comment on that request are in the CC field of the email from the start. That way they get added to the request (and can see it in the portal as well).

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