In our service desk (on Cloud) there is a certain class of tickets that some users would like to be able to reference, even if they are not the reporter. I'd like to automatically have either an Organization added, or the specified users added as Request Participants.
In my first attempt, I created an Automation that filled a custom people picker field when the created ticket was of the correct type. When this ticket transitioned to complete this custom field was copied over to the Request Participants field. This worked, but it overwrote the values in the Request Participant field already.
Next, I attempted doing the same thing using a Custom text field for Organizations and tried copying that over to the Organizations field during a transition. This did not work. Organizations must be a specific type of field that can't be copied as text. I tried doing the reverse (copying from the Org field to the text field) and the value did pass over, but copying that value fails to do anything.
Without using an outside scripting tool does anyone have any ideas on how I would be able to accomplish the task I am trying to do? For now, I am going to subscribe to a filter and add the Organization using a bulk edit weekly.
Thanks for any help that can be offered.
The built-in Automation in Jira Service Desk is very limited. We have many feature requests suggesting the improvement of automation:
In this case, I would suggest the add-on Automation for Jira that gives the ability to edit the Request participants and Organization fields and it has more "If/Else" and "Then".
There are the paid version and the free version that you can use 300 free rule executions per calendar month.
- Automation for Jira
- Automation for Jira - Cloud Lite
That would be the workaround for now, until those feature requests are implemented.
Thank you for reaching out to Atlassian Community!
When using the Automation for Jira, the option to add Participants or Organizations are on the “Edit issue” action.
Please, go to the automation and on “Action” select “Edit issue” and add select the desired fields.
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