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  1. Jira Service Management Data Center
  2. JSDSERVER-1530

Create a new automation action (or post-function) to add customers as participants of a request

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      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Atlassian Update – 5 June 2023

      Hi everyone,

      In the past release of Jira Service Management 5.0, Automation for Jira become part of Jira Service Management Data Center. Using Automation for Jira, administrators can already create automation rules to add customers and Organizations as participants of a request.

      This functionality has been further extended in the latest release, Jira Service Management 5.9, which introduces the “Share requests with groups feature. This features allows service requests to be shared with entire Jira groups, including support for automation.

      To learn more about the feature, visit the Jira Service Management 5.9 release notes.

      Cheers,
      Divyanshi Vashist
      Jira Service Management Data Center

      The user needs a post function that add users/groups as request participants according to issue type or project, since customer can only receive notifications of issues they didn't reported if they are participants.

      Workaround

      Please refer to our How to Automatically Add Request Participants when Creating an Issue KB for a workaround on this - it does required a third-party paid for plugin however.

            [JSDSERVER-1530] Create a new automation action (or post-function) to add customers as participants of a request

            Dom Merritt added a comment -

            +1

            Dom Merritt added a comment - +1

            Riley Bacon added a comment -

            +1

            Riley Bacon added a comment - +1

            Erki Tammik added a comment -

            The 'Request Participants' field should be added to customer portal forms. It would be much easier for users to fill in this field before submitting the form, rather than having to explain to them that the ticket can be shared after submission.

            This feature worked well on Data Centre, so why make the average user's life more difficult?

            Erki Tammik added a comment - The 'Request Participants' field should be added to customer portal forms. It would be much easier for users to fill in this field before submitting the form, rather than having to explain to them that the ticket can be shared after submission. This feature worked well on Data Centre, so why make the average user's life more difficult?

            Lisa Bruce added a comment -

            +12

            Lisa Bruce added a comment - +12

            Ken Pao added a comment -

            +1

            Ken Pao added a comment - +1

            Celine Penaredondo added a comment -

            +1

            Celine Penaredondo added a comment - +1

            Alexey Saltykov added a comment -

            +1

            Alexey Saltykov added a comment - +1

            Andrew Bross added a comment -

            +1

            Andrew Bross added a comment - +1

            George G added a comment -

            +1

            George G added a comment - +1

            Víctor García Mansilla added a comment -

            +1

            Víctor García Mansilla added a comment - +1

              dvashist Divyanshi
              psilveira Paula Silveira
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                Created:
                Updated:
                Resolved: