How to ensure that Request participants do not lose access to a ticket once it is moved to a different type of project
Summary
When an issue is moved from Jira Service Management to a software project, the users added as Requested Participants who had access to the issue in the service project, are unable to view the moved issue.
Note: The Request participants field usually includes customers, who are unlicensed users with the ability to create and view the tickets only in the portal. However, Collaborators can also be added as Request participants on issues. Collaborators are a specific type of licensed users in your Jira site whom agents in Jira Service Management work with. They usually belong to internal teams in your organization and they occasionally assist agents with customer requests by making internal comments. For example, developers who help support staff analyze a bug and add a comment that explains the cause and any workaround available. This article applies to those Collaborators who were added as Request participants on JSM tickets and who lost access when a ticket was moved to a software project.
Diagnosis
Users who were Request participants on an issue present in the service project lose access once it is moved to a software project and this is because the Request participants field is only compatible with JSM. The reason is that the Request participants' value is not included in the list of values carried over when the project is moved because this is not a field that is used in the target software project.
This article discusses the best way to handle this situation to ensure that the internal users who had access to a JSM ticket continue to have access and even get notified when the ticket is moved to a software project.
Note: As mentioned earlier, this article applies to Collaborators who were added as Request participants on the JSM tickets and lost access when the issue was moved to a software project.
Watchers are licensed users who have access to the internal view. So the solution discussed here can be used only if the users who were added as request participants and who need continued access to the ticket are licensed users. It can be confusing when issues are moved between projects and such users suddenly lose access to an issue.
Solution
For software projects, the Watchers field can be used.
In order to ensure that the Request participants from the JSM ticket are added as watchers to the Jira issue, an automation rule can be set up to add any request participants on the JSM ticket to the watchers list on the JSM ticket itself.
This rule would be set up in the Service Project as follows:
- Trigger: Value changes for 'Request Participants'
- Action: Add Watchers/Manage Watchers {{issue.Request Participants}}
Now, when this rule is published and made active, any time Request participants are added or modified, the values are reflected in the Watchers field as well. Once the ticket is moved to a software project, the Watchers are also moved because this is a field used in Jira projects.
Please keep in mind that this automation rule will show errors if the users thus added to the Watchers field do not have a product license.
Users added as watchers will only be able to see issues if they have the Browse projects permission in the target software project. The option ‘All watchers’ needs to be added to the permission scheme of the software project.
Another possible solution using automation:
Another automation rule given below can be used when specific users need to be added as watchers when the issue is moved.
- Trigger: 'issue is moved from a source project to a target project'
- Action: 'Manage Watchers'
- Specify the users to be added as watchers in this rule.
Note:
- This would work only if it is known which users need to be added as watchers. This would not allow a user to copy the Request participants' values from the original ticket over to the new ticket.
- Users added as watchers will only be able to see issues if they have the Browse projects permission in the target software project. The option ‘All watchers’ needs to be added to the permission scheme of the software project.
If the original values from the Request participants need to be carried over, then they need to be added to the Watchers in the JSM ticket itself before the ticket is moved over to Jira as discussed in the solution at the beginning of this article.
We do have a suggestion ticket with our development team regarding the possibility to use the Request participants field on software and business projects. Please see the link below: