Remove watchers who are also request participants automatically in JSM Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
If you're both a request participant and a watcher on a request, you might not receive customer notifications. Here's why and how to fix it.
Understand the scope of a Watcher and a Request participant
When the user is added as a watcher, they are considered as an internal user and stop receiving customer notifications.
If an agent is added to a request as both an agent and a customer, internal notifications will take priority over customer notifications.
Solution
You can create an automation that will look through the request participants and watchers list, filter out the common users, and then remove those common users from the watchers list.
1. Automation trigger could be an issue created or any other action.
2. Created a variable named watchersList to store the watchers on the issue:
{{#watchers}}{{accountId}}{{^last}},{{/}}{{/}} 3. Then used the following JSON, which will cycle through each Request Participant and check to see if they are also present in Watchers, and print those common users:
{{#Request Participants}}
{{#if(not(equals(watchersList.indexOf(accountId),"-1")))}}
{{accountId}}{{^last}},{{/}}
{{/}}
{{/}} 4. Create another variable named common to store the above JSON.
5. Now use the manage watchers action to remove the common users from the watcher using the below smart value:
{{common.split(",")}} The users who are present in the request participant list and also in the watchers list will be removed from the watchers list.
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