Manage Request Participants with Automation in JSM Cloud

Summary

In Jira Service Management Cloud, we can add Request Participants so they can view and receive notifications about specific tickets. On this documentation, you will find alternatives on how to add them using Automation.

Solution

Append/Add multiple Request participants using the Edit Work Item action

Once you have configured the Automation rule trigger and defined the conditions under which Request participants should be added, you can choose one of the options below to add participants to the work item.

Choosing a user from the list

1. Click on "Choose fields to set..." and type "Request participants".

2. Enable the checkbox for the "Request participants" field (as in the screenshot below).

   

3. Click on the "Request participant" field dropdown and start typing the name to search for users.

4. To add more users, click again on the field and find a new user.

Append to an existing list

To Append the new users, select "Copy from work item" from the Request participant dropdown and then select the new list of users.

Copying users from other single-user or multi-user picker fields

1. Click on "Choose fields to set..." and type "Request participants".

2. Enable the checkbox for the "Request participants" field.

3. Click on the three dots (⋯) near the "Request participant" field and choose the option "Copy from"

4. Then click on "Add Request participants from Current Work Item," and you will see the options to select the Work Item and the Field from which to copy the values.

Append to an existing list

You can check/uncheck the "Add to existing values" option to keep or remove the current Request participants' value.

Using the JSON advanced field editing

1. Expand the More Options section below the "Choose field to set..".

2. Also, make sure you have not checked the Request participant field under "Choose fields to set.." .

3. Here are a few JSONs you can insert under Additional fields to update the Request participant as per your requirement:

   1. To add a single account, use the following JSON:

      Single account

      {"update": { "Request participants": [ { "add": {"id":"<accountId>"} } ] } }

   2. To add multiple accounts, use the following JSON:

      Multiple accounts

      {"update": { "Request participants": [ { "add": {"id":"<accountId>"} }, { "add": {"id":"<accountId>"} } ] } }

      ⚠️ To remove single or multiple accounts, replace the keyword add with remove in the same JSON shared above.

      ℹ️ The <accountId> should be substituted by the accountId of the user you wish to add/remove.

      ℹ️ In case you have duplicated Request participants fields you can use "customfield_xxxx" instead of "Request participants" where xxxx is the id of the custom field "Request participants". Here is how-to find custom field id.

   3. To copy a participant from another field, you can use the following JSON:

      Single account

      {"update": { "Request participants": [ { "add": {"id":"{{issue.Approvers.accountId}}"} } ] } }

   4. To copy values from another multi-user picker field, use the following JSON:

      Multiple accounts

      {"update": { "Request participants": [ {{#issue.Approvers}}{"add": {"id":"{{accountId}}"}}{{^last}},{{/}}{{/}} ] } }

   5. To copy values from two different multi-user picker fields, use the below JSON:

      Copy from multiple fields

      {"update": { "Request participants": [ {{#issue.Approvers1}}{"add": {"id":"{{accountId}}"}}{{^last}},{{/}}{{/}}, {{#issue.Approvers2}}{"add": {"id":"{{accountId}}"}}{{^last}},{{/}}{{/}} ] } }

4. Once all users were added, click the Save button.

For more examples, refer to the page Advanced field editing using JSON.

Append/Add multiple Request Participants using the Send web request action

Review the RestAPI add request participants documentation and how-to send web request using automation for Jira for additional information.

Here the details for the "Send web request action":

1. In Web request URL, put the htttps://<your-sitename>/rest/servicedeskapi/request/{{workitem.key.urlEncode}}/participant

2. Add the following headers:

   Accept: application/json

   Content-Type: application/json

   Authorization: Basic emailaddress:APItoken

   ⚠️ In the Authorization header make sure that you add the keyword Basic followed by the base64 of your emailaddress:APItoken.

   So if the base64 of the emailaddress:APItoken is AB12XY45, then to the Authorization header add the value Basic AB12XY45

3. HTTP method: POST

4. Web request body: Custom data

   Custom data: insert JSON as per recommendations from the Rest API documentation above.

   JSON sample:

   {"accountIds": [ "<accoundId>", "<accoundId>" ] }

   The <accountid> should be substituted by the accountId of the user you wish to add. Below is a sample of the "Send web request" action:

   

5. Click the Save button.

Copy email addresses from a Form Field to Request Participants

1. Trigger: Set the trigger to “Work item created.”

2. Create Variable: Create a variable (e.g., storeEmailAddress) to store the value from the custom field containing the email addresses.

3. Convert to Array: Use the split function {{issue.customfield_XXX.split(",")}} to convert the variable into an array, so you can process each email address individually.

4. Advanced Branching (Loop): Use advanced branching to loop through each email address in the array.

5. Send Web Request (Get Account ID): For each email address, use the Jira REST API (The Jira Cloud platform REST API) to retrieve the corresponding account ID.

   1. Note: You can't directly copy email addresses into the Request Participants field, as it is a user picker field and requires account IDs.

6. Edit Work Item: Use the “Edit issue” action to update the Request Participants field, appending the retrieved account IDs while keeping any existing participants.

   Sample Code

   {"update": { "Request participants": [ { "add": {"id":"{{webResponse.body.accountId}}"} } ] } }