Removing request participants based off of email subject or request type

[David Anthony]

Hi,

When an email is sent to our service desk and is cc'd to several other people, those people are added to the ticket as request participants.  Is there a way to remove request participants on a ticket based on the subject in the email or based on the request type?

I would like to automate this if possible.

Thanks,

Dave

[Petter Gonçalves · Accepted solution]

Hello David.

Thank you for reaching out.

The inbuilt automation of Jira Service desk does not have the functionality to clear the request participant field upon the issue creation, however, we understand this would be a useful feature in Jira SD.

That being said, we created the following feature request to get it implemented:

- Provide automation conditions to allow removal of Request Participants 

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

As a workaround, the new app included by Atlassian called Automation for Jira allows you to create a rule that can erase the request participants field based in the e-mail subject or request type selected. if you decide to use this approach, you can go to project settings > Project Automation > create the following rule:

Let us know if you have any questions.

[David Anthony]

Hi Petter,

Thanks for the reply!

We currently use Automation for JIRA (Lite version) and have automatons setup.  If I were to set this up, we may go over our monthly allowance on automatons.

Thanks,

Dave

[Petter Gonçalves]

You are welcome, David.

Let us know in case you have any other questions. Have a nice day!

Petter

[Kimi Nakashima]

@Petter Gonçalves My company has a use case where one of our clients only wants a select few of their employees to interact with our support. Since they are the only one of our clients who wants this, we can't use permissions to keep them out. So what we do is use Organizations to reject requests from unauthorized reporters. But sometimes, unauthorized people get CC'd on emails by authorized customers, so I was hoping that there might be an automated way to remove just the unauthorized people from the request participants. 

Am I correct in assuming that your workaround wouldn't work for me because it would erase all request participants?

[David Peterson]

err... it inexplicably only lets you add participants... to be specific. I can only add people or i can delete everyone. Neither is what i want. I only want to delete certain email addresses. Oh wow, after running it its even worse than that. It actually overwrites the participants instead of just adding them.

[Andreas Lärkfeldt]

I've written a guide on how to fix the original issue (mentioned on top):
https://community.atlassian.com/t5/Jira-Service-Management/Remove-quot-Request-Participants-quot-using-Automation-rule/qaq-p/460812#U1630417 

I hope that helps! :)

[Peter Walker]

@David Anthony You may want to add a condition that detects that there is something in the participants field before clearing it.  This may help reduce the amount of triggers. Hope this helps!