Utilizing a User Picker field to generate emails to multiple users in automations

[Jarrod Reimann]

I am running into problems with what seems like should be a very simple use-case.

We have people use the Service Portal to create issues in a JSM project. The nature of these requests is that which requires those submitters can enter/select other users to be part of that request, for the purpose of receiving updates about the issue utilizing existing automations for the project.

I cannot explain why, but a custom jira field (user picker) that I've put into the cc: field of the Send Email action in my automation does not do anything. I've tested with multiple tickets and automations, and the users entered into the "Stakeholders" user picker field never get the email.

The audit log doesn't have any errors. I suspect this must be an inherent limitation of custom User Picker objects?

I am not sure what else to do. "Request Participants" is not a usable field in the request form as it falls under "Context fields" and cannot be manipulated. The request form also does not allow me to have Watchers set within the form, either. This forces me to use a custom jira field "Stakeholders", but it's not working.

Specifically what I want to achieve is the ability for someone creating an issue in this JSM project via the Service Portal form to add multiple users to that request for the purpose of notifying them using project automations.

[Jarrod Reimann · Accepted solution]

It does appear that "Stakeholders" is not a user-picker field but is a People field. This is a team-managed project, and so I wonder if a Global User-picker field is even an option for me. 

When I navigate to Issues > Fields, "Stakeholders" is not listed.

When I navigate to the projects settings > Request Types and review available fields for creation, I do not have a User Picker option. I only have People. 

Here's what I have done now: 

1. I removed the previous "Stakeholders" custom field, then deleted it. Then, I created a new Custom Field (global User Picker (multiple users)) called "Stakeholders".

2. I removed the previous custom field from my automations and utilized the new one.

3. I triggered an automation and confirmed this is now working the way I intended.

[Bill Sheboy]

Hi @Jarrod Reimann 

For a question like this, context is helpful.  Please post images of your complete automation rule and the audit log details showing the rule execution.  Those will help the community offer better suggestions.  Thanks!

Kind regards,
Bill

[Jarrod Reimann]

Odd, I had provided exactly that but seems they went into the void. See below:

[Bill Sheboy]

Thanks for the screen images, and...is the Stakeholders field a global, user-picker field or a People field?

If it is a People field, the email address is not available to automation rules yet (as it is not available to the REST API endpoint which rules use): https://jira.atlassian.com/browse/AUTO-519

You may test that by writing this to the audit log:

Stakeholder email addresses: {{issue.Stakeholders.emailAddress}}

The suggested workaround for this limitation is to use a global user-picker field rather than a People field.

[Jarrod Reimann]

Hi Bill, that makes sense (about the REST limitation) and I figured as much. It does appear that "Stakeholders" is not a user-picker field but is a People field. This is a team-managed project, and so I wonder if a Global User-picker field is even an option for me. 

When I navigate to Issues > Fields, "Stakeholders" is not listed.

When I navigate to the projects settings > Request Types and review available fields for creation, I do not have a User Picker option. I only have People. 

Here's what I have done now: 

1. I removed the previous "Stakeholders" custom field, then deleted it. Then, I created a new Custom Field (global User Picker (multiple users)) called "Stakeholders".

2. I removed the previous custom field from my automations and utilized the new one.

3. I triggered an automation and confirmed this is now working the way I intended.

Appreciate the help, Bill.