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Suggestion
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Resolution: Unresolved
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None
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6
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14
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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
- derived from
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JSDSERVER-2376 When agent comment at issue created by himself , SLA didn't stop as per configured in "Time to Resolution"
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- Closed
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- is related to
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- Gathering Interest
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- Gathering Interest
- relates to
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- Gathering Interest
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- Reviewing
- links to
- was cloned as
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JSDS-353 Loading...
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[JSDSERVER-3506] Provide automation conditions to allow removal of Request Participants
I also need automation to conditionally remove participants
As an issue assignee, I receive emails whenever the issue is updated, even if I was the updater. I keep some of these emails for business and technical reference, or as a reminder to document the issue resolution in Confluence.
However, when I am cc'd on an email that gets added as a comment, this adds me as a participant also. For some reason this blocks email notifications for any internal comments and changes.
One solution would be to change this behaviour, but I don't know whether it a bug or intended.
Another solution would be to provide me with the ability to configure an automation rule that removes a participant if that participant is also the assignee. It would also be useful to remove participants who matched or didn't match a text pattern.
That sounds a bit like THIS request.
This would be very useful, as right now some customers add our agents as participants, which then causes problems with SLAs (comment: for customer) for example. So we have to manually remove those right now, or our SLAs get broken.
Right now, I can't even use the advanced update function to do this, which is obnoxious, as it looks like 'remove' should be a permissible function same as it is for other lists, like 'components'.