How to add group members as request participants

Summary

In some cases, we would like to include group members as request participants for the Jira Service Management tickets. In this case, as Jira does not have the functionality natively, we have a feature request created for this topic:

JSDCLOUD-1268 - Support adding a Jira group to the "Request participants" field

For now, an alternative solution would be to create an automation rule that provides a way to add group members as request participants.

Solution

1. First, as an Org/Site admin, you must create a group;

   

2. Then, add a new custom field to a service project  > Group picker type;

   

3. Create an automation rule to be triggered according to your business requirement, and then add a Send web request with the REST endpoint according to the screenshot below. This web request will get the groupID based on the value of the custom field filled up:

   
   1 https://YOURINSTANCE.atlassian.net/rest/api/3/groups/picker?query={{issue.CUSTOMFIELDNAME.name.urlEncode}}&maxResults=1

4. Please go through this article to generate basic authentication credentials for REST API.

5. Next, add a new Send web request with the following REST endpoint to the same cloud instance. This web request will get group members based on the value of the custom field filled up:

   
   1 https://YOURINSTANCE.atlassian.net/rest/api/3/group/member?groupId={{webResponse.body.groups.groupId}}
   

6. Now, in the automation rule page edit the issue's request participant field to add the group members to it by using the smart value below:

The Copy from issue is used to keep the current Request participants added to the ticket and avoid them being overwritten by the new participants (users from the group).

Results

Users under the selected group will be added as request participants.

You can also view more details about Automation rules in the document below:

• Jira Cloud automation