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

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Purpose

Jira has a setting which allows external emails to be added as comments on issues. Enabling this setting will allow externals emails to be added as comments, however, it will not allow the senders of the emails to view the request or receive notifications for request activity.

This guide outlines how to use automation to add the senders of the external emails as request participants automatically so that they can access the request via the customer portal and receive notifications for request activity moving forward.


Solution

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

  1. Use the Issue commented trigger. Leave the comment type blank.
  2. Add a User condition to check if the Initiator (the user that added the comment) is not a customer.
  3. Add another User condition to check if the Initiator is not in any of the roles that grant them agent permissions. You can check which roles have agent permissions by checking which users/groups/roles are granted the Service Project Agent permission in the project's permission scheme. In this example, the Administrators and Service Desk Team have this permission.
  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. Give your automation rule a name and turn it on!

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

  • The requester
  • A request participant
  • A member of a customer organization that 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 would be added as request participants as a result of this automation rule as well.

Last modified on Sep 16, 2022

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