Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-3506

Provide automation conditions to allow removal of Request Participants

XMLWordPrintable

    • 6
    • 14
    • 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.

      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

          Form Name

            [JSDSERVER-3506] Provide automation conditions to allow removal of Request Participants

            SET Analytics Bot made changes -
            Support reference count Original: 8 New: 14
            SET Analytics Bot made changes -
            UIS Original: 11 New: 6
            Marc Dacanay made changes -
            Labels Original: affects-cloud New: affects-cloud ril
            Marc Dacanay made changes -
            Remote Link New: This issue links to "Internal ticket (Web Link)" [ 976647 ]
            SET Analytics Bot made changes -
            UIS Original: 6 New: 11
            SET Analytics Bot made changes -
            UIS Original: 12 New: 6
            SET Analytics Bot made changes -
            UIS Original: 6 New: 12
            SET Analytics Bot made changes -
            UIS Original: 5 New: 6
            SET Analytics Bot made changes -
            UIS Original: 4 New: 5
            SET Analytics Bot made changes -
            UIS Original: 8 New: 4

              Unassigned Unassigned
              mmcmahon Matthew McMahon (Inactive)
              Votes:
              66 Vote for this issue
              Watchers:
              42 Start watching this issue

                Created:
                Updated: