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Want to map Label data to Request Participant fields.

Hey All,

I want to give access to the customer so they can add anyone in the Copy when logging a request from the portal. I know that when I am giving them rights the other projects can be visible to them which I want to hide. So what I am thinking is the Lable is the only field that can take input from multiple emails. So I am giving the user label filed name as CC Users so they can add CC whom they want to then I want to copy the lable value to Request Participants via automation rule but its not working perfect. Can some guide me with the smart value?

1 answer

0 votes
Rilwan Ahmed Community Leader Dec 03, 2022

Hi @mmhassan ,

Welcome to the community !!

There is a system field "Request Participant" in Jira service management which can be used by customers to share/add required users while creating ticket or in different stages.

You can grant customers the access to share tickets from JSM Project settings --> customer permissions. Select appropriate option. 

Attaching screenshot from my project.


Hey @Rilwan Ahmed ,

Thanks for the response, I knew about this solution but the drawback is I have multiple projects for different customers, if I use this settings then the other projects will be visible to all customer which I don't want.

Rilwan Ahmed Community Leader Dec 13, 2022

Hi @mmhassan ,

This is project level setting. Changes in one project will not impact other projects. 
i.e. You can grant customer permissions in each project as required. 

Hi @Rilwan Ahmed ,

Yes it will be visible because I want to apply same for the other projects to because I want same functionality.

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