Action to add Request Participants - Automation for Jira add-on

We recently upgraded our service desk and automation so the formatting for the rule is different. I added a new rule using the advanced field as seen below.

"fields": {
"customfield_12345" : [{ "email" : ""} ,{"email" : ""}]

After I publish the rule and testing it, I go to the audit log and it says the result was successful, but when I go to the ticket the request participant field is still blank. 


What am I doing wrong, how do I enable this rule to actually add my users to tickets? Or is this a known issue with the new formatting for automation?

1 answer

1 accepted

0 votes
Accepted answer
Brant Schroeder Community Champion Sep 15, 2017

I remember having a similar issue.  JIRA will tell you in the logs that it has successfully done something  and it has but the permissions or functionality of the service desk prevents it.  I think it might be a functionality issue.  Can you please try this.  Use the same automation to add a user but make sure that the user is an existing customer on the service desk.  See if that works properly or not.  if it does then try a user that is not in the service desk and let me know the results of each.

Hey Brant,


Thanks for the suggestion! It works now thanks! 

Brant Schroeder Community Champion Sep 18, 2017

Great do you mind accepting the answer.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Oct 31, 2018 in Marketplace Apps

Marketplace Spotlight: Zephyr

Hello Atlassian Community! Each month, we run a series of Spotlights to highlight Marketplace vendors and apps that our team thinks this Community would find valuable. In last month's Spotlig...

412 views 0 3
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you