How to add the sender of an external email as a request participant using automation

Summary

Jira Service Management has a setting that allows external emails to be added as comments on issues. This setting does not, however, add the external email as a request participant nor allow them to view the request and receive notifications for it.

This article provides an automation rule to add the senders of the external emails as request participants.

Solution

Create a rule to add external emails as request participants

Create a new automation rule (found in service project settings > Automation) with the following structure:

1. Use the Issue commented trigger. Leave the comment type blank.

2. Add a User condition to check if the user who triggered the event is not a customer.

3. Add another User condition to check if the user who triggered the event is not in a role that grants them agent permissions in the project. by default, these are the administrators and service desk team roles.

4. Add the Edit issue action. Expand the More options section and add the following text to the Additional fields section:

   { "update": { "Request participants": [ { "add": { "accountId" : "{{comment.author.accountId}}" } } ] } }

5. Save your automation.

This automation rule will check if the user who sent the email is any of the following:

• The requester

• A request participant

• A member of a customer organization to whom the request has been shared with

• A service project agent

If the user sending the email is not any of these, the user will be added as a request participant. Please note that approvers will also be added as request participants as a result of this automation rule.