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  1. Jira Service Management Data Center
  2. JSDSERVER-2386

Automation rule to add participants to requests

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      1) Scenario 1: Critical incident where all/few customers should be involved into a specific issue
      2) Scenario 2: Incident where more than 1 customer should automatically be added into issues.

      As you can notify users when an issue matches a user X or issue type Y (Just an example). It would be nice if you could add participants making the same comparison.

            [JSDSERVER-2386] Automation rule to add participants to requests

            Jeffrey Bismayer added a comment -

            I need this functionality for a slightly different reason-- for resolved issues. Sometimes our customers might forward along an email from our service desk and the new recipient will try to create a new ticket by changing the subject. the id-reply-header still adds comments to the old ticket. We have automation set up to comment on closed tickets; however, the new comments are from "no access" customers, so they aren't able to see the comments and they keep emailing the system regardless, not realizing the id-reply-header rule. 

            If I could have commenters automatically added as participants, then I can make an automation rule to email all customers involved that the ticket has been closed.

            Jeffrey Bismayer added a comment - I need this functionality for a slightly different reason-- for resolved issues. Sometimes our customers might forward along an email from our service desk and the new recipient will try to create a new ticket by changing the subject. the id-reply-header still adds comments to the old ticket. We have automation set up to comment on closed tickets; however, the new comments are from "no access" customers, so they aren't able to see the comments and they keep emailing the system regardless, not realizing the id-reply-header rule.  If I could have commenters automatically added as participants, then I can make an automation rule to email all customers involved that the ticket has been closed.

            Dana Jansen added a comment -

            I have over 65000 users - i don't think adding each individual as a request participant is a realistic workaround.

            adding a group would be a much better solution... not necessarily adding to request participants itself but maybe an additional field

            Dana Jansen added a comment - I have over 65000 users - i don't think adding each individual as a request participant is a realistic workaround. adding a group would be a much better solution... not necessarily adding to request participants itself but maybe an additional field

            Italo Qualisoni [e-Core] added a comment - - edited

            This should be part of Edit issue action in JSD Automation

            Something like requested here

            https://community.atlassian.com/t5/Jira-Service-Desk-questions/Adding-request-participants-automatically-to-new-request/qaq-p/648749

            Italo Qualisoni [e-Core] added a comment - - edited This should be part of Edit issue action in JSD Automation Something like requested here https://community.atlassian.com/t5/Jira-Service-Desk-questions/Adding-request-participants-automatically-to-new-request/qaq-p/648749

            Daniel Bajrak added a comment -

            Hi,

            You can use plugin Actions for JIRA Service Desk. From version 1.3.9 there is automation rule "Add Request Participants". Here you can find more information: https://intenso.atlassian.net/wiki/display/AFJSD/Actions+1.3.9 

            Best Regards

            Daniel Bajrak added a comment - Hi, You can use plugin Actions for JIRA Service Desk . From version 1.3.9 there is automation rule "Add Request Participants". Here you can find more information: https://intenso.atlassian.net/wiki/display/AFJSD/Actions+1.3.9  Best Regards

            Constantin Guay [NME] added a comment -

            Is duplicated by JSD-1530 isn't it?

            Constantin Guay [NME] added a comment - Is duplicated by JSD-1530 isn't it?

            Gerry Christiansen added a comment -

            We could definitely use this functionality and makes sense to replicate workflow operations within a group of users. We lose much of the power of automation that I have become accustom with using Jira Core in the service desk product without this functionality. Looks like the work-around is for Server not cloud. Sounds like we need to look at moving off cloud, too many restrictions and so many add ons are not compatible for cloud.

            Gerry Christiansen added a comment - We could definitely use this functionality and makes sense to replicate workflow operations within a group of users. We lose much of the power of automation that I have become accustom with using Jira Core in the service desk product without this functionality. Looks like the work-around is for Server not cloud. Sounds like we need to look at moving off cloud, too many restrictions and so many add ons are not compatible for cloud.

            Paulo Hennig (Inactive) added a comment -

            Workaround: https://confluence.atlassian.com/display/JIRAKB/How+to+Automatically+Add+Request+Participants+when+Creating+an+Issue

            Paulo Hennig (Inactive) added a comment - Workaround: https://confluence.atlassian.com/display/JIRAKB/How+to+Automatically+Add+Request+Participants+when+Creating+an+Issue

            Peter Bengov added a comment -

            Sounds very useful idea

            Peter Bengov added a comment - Sounds very useful idea

            productbrett added a comment -

            JSD-1268 seems related

            productbrett added a comment - JSD-1268 seems related

              Unassigned Unassigned
              pahennig Paulo Hennig (Inactive)
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                Created:
                Updated: