How to remove non-company users from jira tickets

[Abike Looi-Somoye]

Hi community - asking if anyone has found an automation solution that removes non-company users from jira tickets.

Problem Statement:

We have tickets auto created via an email (approx. 2,000 tickets per month) - third parties email our alias and it creates a ticket. If there are multiple email addresses in CC, they are added to the request participants including internal company email addresses, and the sender (third party) is in the reporter field and sometimes in the request participants field. 

Once the ticket is created, we want all third parties to be removed from the tickets (reporter and request participants fields) so that they do not receive internal communications or comments. Third parties can have different email domains so it needs to be a rule that is something on the lines of 'If email address does not contain @companyname.com remove from Reporter and Request Participants'.

What we have tried so far - agents populate relevant internal approvers to a custom field, automation overwrites the Request Participants and Reporter field with this approver.

Downside - some people who previously had access needed their access reinstated, resulting in manual work.

Has anyone managed to create an automation to remove non-company email addresses/users from Reporter and Request Participants fields?

[Tim Kopperud · Accepted solution]

Hi @Abike Looi-Somoye, welcome to Atlassian Community. If I understand your question correct you might try something like this.

The Then: Create variable step will need a smartv value as shown here:

This is the smart value code. 

{{#request participants}}{{#if(emailAddress.endsWith("companyname.com"))}}{{key}}{{/}}{{/}}

Simply copy/paste this code. You will only need to replace the text "mycompanyname.com" to your requirement.

The last step should be like this:

You might uncheck "Send notification" in this step,

TimK

[Tim Kopperud]

Hi @Abike Looi-Somoye, did you try implementing this, and where you able to solve this? 

TimK

[Tim Kopperud]

Hi @Abike Looi-Somoye, if my answer was valuable for you, please mark it as accepted for helping other users reading this. 

Thanks.

TimK

[Abike Looi-Somoye]

thank you!