Can customers 'Request Participants' when creating a ticket / issue?

[NICOLE HANLON]

Can customers 'Request Participants' when creating a ticket / issue?  If yes, how do I add this functionality.  

[Tobias H · Accepted solution]

Hi Nicole! You can create a Custom Field and a easy automation and have this in place within 5 minutes. It might not be the best or nicest solution, but it's easy and it works :)

1. Go to Custom Fields in the Global settings
2. Press Create custom field in the top right corner
3. Select Advanced and search for "User"
4. Select User Picker (multiple users)
5. Give it a name and description and press Create.

Now it's time to open the automation page of your JSM project.

1. Create new Automation
2. When Issue Created
3. Add compontent "New Condition"
4. Select your new Custom Field and set condition "is not empty"
5. Add component "Action"
6. Edit issue
   1. Press the cogwheel and search for your custom field and check the box.
   2. Go to the three dots and select Copy
   3. Press the "Add Request Participants from Current issue"
   4. Change the "Field to copy from" to your Custom Field
7. Done!

Add this new Custom field to any and all Request forms to give users the option to add colleagues and managers to the ticket without having to wait until the ticket is created.

[NICOLE HANLON]

Thanks Tobias, this sounds like a good solution. 

Does '4. Select your new Custom Field and set condition "is not empty"' mean that a Participant must be added?

Regards Nicole

[Tobias H]

No not at all.

With the condition set to "not empty", it means that if the field is empty, nothing will happen.

You can think of it like this:

• WHEN a new issue is created.
• IF [Custom Field] is not empty
  • THEN Copy users from [Custom Field] to Request Participants
• ELSE Do nothing

[NICOLE HANLON]

Thanks again Tobias.  Very helpful :)  

Regards Nicole

[Walter Buggenhout]

Hi @NICOLE HANLON and welcome to the Community!

Being able to add request participants while creating a JSM request has been popular. There has been a suggestion for it in the backlog for quite some time, but it is no longer being considered, as you can see here: JSDCLOUD-1511.

The workaround is fairly simple. As soon as you have created your ticket, you will see the option to share the request from the detail view. It does indeed require an additional step after ticket creation, but it is quick to execute.

Hope this helps!

[NICOLE HANLON]

Thanks Walter.  I did see that it had been discussed and wasnt getting traction!  Appreciate your reply. Regards Nicole