How to set an organization according to the request participant field

[#1]

Summary

In some cases, we would like to set the organization field according to the request participants for the Jira Service Management tickets. In this case, as Jira does not have the functionality natively, a closest solution is possible through automation rules.

Solution

1. First, as an Org/Site admin, create an automation rule similar to the example below:
   
   
   
2. The Request Participants field is not recognized by Automation as populated after issue creation due to the way Jira Service Management processes updates. Jira fires the 'issue created' event before JSM has time to add the participants. This isn't considered a BUG, but how the system is designed to work asynchronously. The field will be updated shortly after creation, which is why you see it in the subsequent 'issue updated' event. For now, an alternative solution would be to add a re-fetch issue data after the trigger to update the Automation rule with the correct data:
   
   
   

Results

When a specific user is added as request participant to a ticket, a selected organization will be added to the ticket. With this set, organization members will be able to view and comment on this ticket.

You can also view more details about Automation rules in the document below:

• Jira Cloud automation

[David Berclaz]

Hi @Charles Trilha

Can you please add a screenshot of your "Edit issue fields" action?

How do you retrieve the organizations of all the request participants? Is there a smart value?
And how do you make sure that the organizations are going to be removed if request participants are removed, without removing the organization of the reporter?

Thanks for your help.

Cheers,

David

[Charles Trilha]

Can you please add a screenshot of your "Edit issue fields" action?

- Done.

How do you retrieve the organizations of all the request participants? Is there a smart value?

- No smart values. Are just conditions to check if the request participant contains a specific user and if the organization field doesn't contains a specific organization.


And how do you make sure that the organizations are going to be removed if request participants are removed, without removing the organization of the reporter?

- In this config, the organization won't be removed when the participant is removed from the ticket.

[David Berclaz]

Ok, so I guess it's not applicable to me, because I cannot update the rule for every new organization raising tickets.

I am using a Jira Automation rule in order to create the missing organizations based on the reporter email domain.

Ideally, I'd like to also create or update the Organizations field based on the request participants field. Would that be possible?

[Rick Westbrock]

I really appreciate learning that the Request Participants field is set asynchronously by JSM as I was not aware of that. This could save me some wasted time debugging problems in the future.

I am having trouble however understanding the usefulness of your particular automation rule because it requires hard-coding customers in the condition as that is not scalable.