Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Assign JSD Agents to Requested Participants or Watchers?

I have an automation rule that every time a JSD Agent raises a ticket on behalf of a customer it adds one specific agent assigned to that Client based on the reporters in organizationMembers ("") JQL.

Also, there is a second rule depending on the Agent assessment of the ticket, they label it Level 1 or Level 2 (on our internal ITIL). In the case, the agent assess Level 2 they assign the issue to Dev/Ops, then the automation rule assing the Agent to the Requested Participants list.

 

My question is what are the pros or cons adding that JSD Agent to the Requested Participants field rather than a Watcher? Looking up the dimension of notifications, customer visibility on whos assigned and shared with?

1 answer

1 accepted

1 vote
Answer accepted

Hello Sebástian,

Thank you for reaching out.

Request participants are customers and organizations who can view, comment, and receive notifications about a request, configured in Project settings > Customer notifications. Participants receive the same notifications as the reporter and can turn off notifications at any time. You might add request participants so they can provide more information about a request, or to notify them of a request's progress.

Watchers are usually related to JIRA Users (Not Customers) that must be notified about any progress about the issue with the JIRA Settings > Notification Scheme of the project.

Since Customer notifications (JIRA SD) and JIRA Notifications are different, each field will provide you with different notifications.

You can find more details about those fields in the thread below:

Watcher vs Participant

Let me know if you have any questions.

Hi @Petter Gonçalves thanks for that explanation. I got it. 

Good thread thanks for sharing.

Sebastian

Like Petter Gonçalves likes this

You are welcome, Sebastián! 

Have a nice day. :)

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Announcing Jira Service Management!

Hello there Cloud Community members! Today, we’re thrilled to announce Jira Service Management, the next generation of Jira Service Desk. Jira Service Management touts advancements in IT service ...

2,117 views 25 37
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you