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Suggestion
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Resolution: Unresolved
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None
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25
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Use case is that, a customer sends an email with an agent CC'd on the message.
What happens now
- Agent gets added as a Request Participant, meaning they take on the customer role for ticket
What should happen
- Agent remains in agent role
How can this be done
- Automation is a good way to do this, but will require conditions to detect WHEN a Request Participant is added, and THEN allow participant to be removed from issue
The final result, might be something like:
- WHEN request participant added
- IF User is an agent
- THEN remove user from participants
- duplicates
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- Closed
- is related to
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- Closed
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- Gathering Interest
[JSDCLOUD-12371] Provide automation conditions to allow removal of Request Participants
Hello everyone, I have a question:
We are trying to remove from "Request Participants" an email address that does not have an identifier,
{
"fields": {
"customfield_11128": [{
"remove":
}
]
}
}
But this condition works for the entire “Request Participants” field and deletes everyone.
We wanted to delete only the address that is in the condition.
Tell me if there are solutions to this using JSON?
Hello all, just for your reference the workaround I am using now. We use Automation to auto remove users who we don't want them to be in Request Participants after they are added into Request Participants, but you need to add every user one by one in the Automation Rule.
Trigger
Field value changed
Fields to monitor for changes : Request Participants
Change type : Any changes to the field value
------------------------------------------------------------
Branch rule / related issues
Issue fields condition
Request Participant contains any of
Value = a user
Then : Edit issue
Additional Fileds (enter below)
{
"update": {
"Request participants" : [ {
"remove":
}],
"customfield_10027" : [ {
"remove":
}
]
}
}
------------------------------------------------------------
then do the same for another branch rule
Branch rule / related issues
------------------------------------------------------------
Note
60xxxxxxxxxxxxxxx765 is user ID
customfield_10027 is the custom field ID or Request Participant
This would be a helpful feature because we have an email address that forwards to our Jira project's email, which causes the original email address to become a request participant, which is not wanted.
+1
Also in the same situation as Jeff. Any approach to keeping the group address from being added as a participant would be appreciated.
+1
We are in similar boat. Our Email requests all come through an o365 group. The group is added as a participant.
We have it setup to send emails to all participants so that we can copy other people into the ticket easily so it is creating a loop for each notification that is sent out.
It would be great to have rule to either remove the group automatically or not add it automatically all without adjusting who the customer cc'ed.
+1 to Luke's we have also similar issue with other ticketing email addresses.
+1