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How can I add request participants without having to create the user each time?

Edited

As a Service Desk Agent, I want to be able to quickly add a request participant to an existing ticket by entering their email into the Request Participants field without having to go and create a user every time. How do I do this?

For example, a user creates a ticket. I realize I need to copy in 3 people that are not currently users. I want to paste their emails into the Request Participants field and have the add these emails to future communication. How can I do this without having to create a new user every time? I can do this from the customer portal, so why can an agent do this from inside JIRA?

4 answers

2 accepted

1 vote
Answer accepted
Dirk Ronsmans Community Leader Jan 08, 2021

hi @Bill Cronin 

it does seem the same functionality from the portal just doesn't exist in the agent side.

perhaps consider raising it as a suggestion here: https://jira.atlassian.com/issues/?filter=98705

There are workarounds you can implement with apps such as Jira email this issue where you can use a custom field to store a list of email addresses and then use that custom field in the to/cc of an email template.

It depends on how annoying you find adding these users manually (or using the "open the request on portal" and adding the email addresses there) and how much you wish to invest (both financially and effort wise) to resolve this / make this easier to do

Hi @Dirk Ronsmans ,

Even I have same requirement. Is there any update on this issue or any other option to achieve it?

 

Thanks,

Mahanth

0 votes
Answer accepted
Benjamin Community Leader Jan 07, 2021

HI @Bill Cronin ...You can do this by using the built in automation. 

 

First create a rule where it's trigger by a newly created issue and then set an action to add those 3 people for every issue to the request participants.

 

Hope this helps.

Thanks, but this is not the problem I'm trying to solve. The users are unique for each ticket and the emails are not known. I want to be able to add any unique email address on demand from the JIRA Service Desk ticket screen in the Request Participants field without having to create each one as users. Assume the email addresses are unique each time they are added.

Benjamin Community Leader Jan 07, 2021

You can share the issue by e-mail with the share function on the upper right corner of the page. However, this can't be done from inside Jira. It is design to search for users to select.

Thanks, @Benjamin I just don't understand why this functionality exists in the portal but not the agent side.

Like Ann Lynnworth likes this
Benjamin Community Leader Jan 07, 2021

From my observation, it is design to share with users internally, therefore users are usually already added and the agent searches for whom to share the ticket with. Externally, customers users are not already populated in the system, so the only way to share is with e-mail or agent manually enters them.

Hi @Bill Cronin 

Did you find any solution for this issue?

Need some scripting help to do that, I did the same thing it was success. 

You can get senders email address using following code:

 

//Get email sender to print
def reporterEmail = ""
final List<String> senders = MailUtils.getSenders(message);
for (final String emailAddress : senders)
{
reporterEmail = emailAddress
log.info("Sender Email : " + reporterEmail)
}

 

After that you can set respective custom field.

Thanks, but this is not the problem I'm trying to solve. I want to be able to add any unique email address on demand from the JIRA Service Desk ticket screen in the Request Participants field without having to create each one as users.

Like Ann Lynnworth likes this

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