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  1. Jira Service Management Cloud
  2. JSDCLOUD-12371

Provide automation conditions to allow removal of Request Participants

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • None
    • 35

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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

              36bd3fea80e3 Makarand Gomashe
              mmcmahon Matthew McMahon (Inactive)
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                Created:
                Updated: