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

Possible to auto-add participants to tickets?

Is it possible to automatically add participants to tickets?

We have people who look after certain customers so ideally we'd be able to set up some automation that would add 'Person A' as a participant to a ticket if one has been logged for one of their customers.

I've Googled this and seen some older threads that said it wasn't possible, so just wondering if anything has changed.

1 answer

1 accepted

1 vote
Answer accepted

Hi @Adam Waterhouse 

It is absolutely possible although I've only found one solution of doing it correctly (see solution 3 below), but if you are not in a position to download a free plugin, then the two options below will work as well, be it in a slightly different way. 

Solution 1: This solution requires a bit of work and you being an administrator: 

If you are a JIRA administrator, you could create multiple Groups under Administration and add your team names to the Group names. You would then add a custom field called Team or Group as a selection field and add the field to your Jira Service Desk screen. Your team or 1st line support would manually select the Group from the pull down on the ticket and everyone in the group would receive an email notification of the ticket creation. 

Solution 2: A simpler way using the Groups in Administration: 

You could use some built-in Automation... Project Settings - Automation and set up a rule that for every ticket created by Org A to automatically select the group responsible for that Org. Everyone in the team will be notified when a ticket is created from an Org, but they won't be added to the Participant list. 

Solution 3: The best way though from my experience:

  1. Download a plugin called Automation Lite for Jira (it is free and super useful and powerful). 
  2. Create a new rule: 
    1. When: Issue Created (rule is run).
    2. If: Reporter is one of (specify the users in the Org that could be a reporter or ticket creator). 
    3. Then: Edit the Participants (specify your team members who will be looking after that Org). You could even assign the ticket as a separate rule and or use a round-robin process of assigning the ticket or assign the ticket to the team member with the least amount of tickets to their name. The rules are simply amazing! Lots and lots of options. 
  3. Repeat the above steps for each of your Orgs and this is a simple task because one can simply copy the previous rule and edit/rename it. 

I can't recommend the last solution enough. The Lite version is powerful and for small companies should be just fine. For larger companies where there are more tickets arriving in the queue, you might need the paid version, as I believe it works on the number of rule calls. 

 

-Mike

Ah perfect, thanks @Mike Bowen I will take a look at both of those options.

@Mike Bowen Automation Lite has done exactly what I needed, thanks again for your help.

Like Mike Bowen likes this

I can only see  Automation Lite for Jira for Jira Server version now. Google shows up nothing for Cloud version? We have the same need to add participants when a issue has been created for multiple people to work on. 

The link supplied above does not work anymore. Are you still using  Automation Lite for Jira ? Does it still exist? 

Suggest an answer

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

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

170 views 0 4
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