[Copy Organization users to field] How can i copy Organization users into request participant field

[Rajesh_Kumar]

Hi Team,

I have requirement to copy Org users to request participant field when a new ticket is created. 

Some times customer tickets were created by agents by selecting their Organization in the field, during this time they wants to send notification alerts to the customer about the issue. So we thought of adding Org users into the Request participant group. 

Have tried multiple smart values but none of them worked, can anyone please help me in finding solution for this issue. Thank you

User Below smart values:

1. {{issue.organizations.first.users.emailAddress}}

2. {{issue.organizations.first.users}}

3. {{issue.Organizations.emailAddress}}

4. {{issue.Organizations.first.users.emailAddress}}

5. {{issue.Organizations}}

Regards,

Rajesh

[Trudy Claspill · Accepted solution]

Hello @Rajesh_Kumar 

The Organizations field in a JSM issue does not include attributes that identify the members of the Organization. You would need to explore using the REST API to obtain the members of the organization to then add to the Request participants list.

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-organization/#api-rest-servicedeskapi-organization-organizationid-user-get

You can call the REST API from the Automation Rule using the Send Web Request action.

https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Send-web-request

When adding a user to a User Picker type of field, not that you need to use the accountId attribute rather than emailAddress.

As a side not there is a change request about sending JSM notifications to all members of the specified Organization by default.

https://jira.atlassian.com/browse/JSDCLOUD-4570

[Rajesh_Kumar]

@Trudy Claspill  Thanks for the details, have tried the Rest API call, it is throwing an error as "Please enter a valid web request URL".

have tried the https://confluence.atlassian.com/automationkb/automation-for-jira-how-to-copy-customer-organization-members-to-a-user-picker-1295390007.html this link, but it is allowing one customer to the list.

https://confluence.atlassian.com/jirakb/automatically-share-a-ticket-with-all-reporters-organizations-1167719942.html This one works for reporter org but here my company people creates on behalf of the customers, this will not work for me. Thanks for checking.

[Trudy Claspill]

Hello @Rajesh_Kumar 

I notice in your response to Joseph you said:

We disabled all the customer notifications except for comment. this was requested by them, so they get notified only when a comment is added. 

In that Customer Notification change the recipient to Added organizations, and then the comment notification swill be sent to members of the specified Organization. With that configuration of the notification you don't have to add the Organization members to the Request Participants list.

https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/

If you still want help debugging the error you received with your rule, please provide the following information:

1. screen images that show your complete rule.

2. screen images of the Send Web Request step details

3. screen images of the Edit Issue step details

4. the details in the rule Audit Log from execution of the rule.

[Rajesh_Kumar]

Hi @Trudy Claspill  Thanks for your inputs, found solution from below article.

https://confluence.atlassian.com/automationkb/how-to-add-all-organization-members-as-request-participants-1095245636.html

Have tried this and worked  for me, automation was able to add all customers from Org to request participant field. Thanks a lot for your help.

[Trudy Claspill]

Hello @Rajesh_Kumar 

I'm glad you found a solution.

Please consider clicking on the Accept Answer button to mark your Question as Solved. This helps others searching the community find the posts that have validated solutions.

[Joseph Chung Yin]

@Rajesh_Kumar 

I agreed with what @Trudy Claspill suggested, however if there are many members within an organization, then adding them to request participants of the issues can take some efforts.

Another idea that I have in mind -

Create automation rule to send out custom email to a targeted group of users based on some triggering events (i.e. issue is resolved) for information only.  In this way, you will not have to update requested participants field at all.

Hope this also helps.

Best, Joseph Chung Yin

[Rajesh_Kumar]

@Joseph Chung Yin  Thanks for the response, Each project has one Organization placed, mean we created one project for one Org and the count of customer in Org will not exceed 5.

As mentioned, in my org agents creates tickets on behalf of customers.

We disabled all the customer notifications except for comment. this was requested by them, so they get notified only when a comment is added. As of now we are manually adding customer directly to the participant field, it is taking lot efforts to add them, so we thought of adding a automation that automatically adds org people into the user picker field directly when issue is created. Thank you