Balancing Issue Security Level and Request participants access to comments / notifications

[Ashraf B]

Hi there,

I have implemented an "Issue Security Level" to control who can and cannot view Issues. Accordingly, only the "Reporter", "Assignee" and "Administrator" can view the issue. This is working fine as configured.

However, with this Issue Security Level in place, the "Request participants" are not receiving any notifications. For e.g. the request participants do not get any updates about comments that the assignee writes under "Reply to customer" section. 

Moreover, since the "Issue Security Level" does not have any option where I can Add "Request Participants" as one of the "allowed" personas to view the Issue. See the attached image...

Is there a way to maintain the Issue Security Level and also make is possible for the "Request participants" to receive updates / notifications?

Please suggest...

Thanks and regards,

Ashraf

[Joseph Chung Yin · Accepted solution]

@Ashraf B -

You can try to create custom field (people picker - multiple users field type), then add in automation to populate the field with the values found in the Requested Participants field.  Afterward, you can add the custom field to the Issue Security by selecting it from the "User custom field value" dropdown list.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Ashraf B]

Thanks @Joseph Chung Yin ,

Will surely try this and write back.

Just one more thing before I proceed. Will this also work if the "request participants" are changed (added / removed) anytime throughout the Issue journey?

Regards,

[Ashraf B]

Hi @Joseph Chung Yin,

It will further help if you can also share the rule components, viz. "Trigger" (When) and Action (Then)...

Thanks again,

Ashraf

[Denis Zadniprovskiy]

I tried the following ScriptRunner Behaviour, but it does not work in Service Desk. This only works when editing the issue.

def requestParticipants = getFieldById("customfield_12345") // Request participants
def participants = getFieldById("customfield_54321") // Participants
participants.setFormValue(requestParticipants.getValue())

Is there another way to code this to work for Service Desk?

[Ashraf B]

Hi @Denis Zadniprovskiy,

I can share how I configured it for JIRA Service Management Cloud...

As @Joseph Chung Yin suggested,
1. I created a CustomField, say "CF_Req_Participants" 
2. Keep this CustomField "hidden" on Agent view / Customer view;
3. Configure an Automation rule that will populate OR repopulate this field at "Issue Updated". This means whenever there's any update on the Issue, this rule will copy the values of "Request participants" in "CF_Req_Participants"
4. Use this CustomField under Issue_Security_Level

Hope this helps...
Regards,

[Noelí Fusco]

Hi @Ashraf B  I tried to configure as you mentioned here. I created a new field using multiple user type, so that the value of "Request participants" of the issue is copied to it when it is modified, but I can't get the information to be copied. In the automation log it shows a correct performance without errors, but the field is blank.
I could only get it to work using a single participant in the "Request participants" field, and defining a fixed value using smart values ​​in the automation, but if there are several users participating, which in our case it´s usual, it can be from 1 to n users, it doesn't work.

Could you tell me step by step how you have configured it, and if you use multiple participants?

Thanks!

[Ashraf B]

Hi Noeli,

I have created Custom field "CustomField_Request_Participants" with "User picker (multiple users)" Type...

The automation triggers whenever there's any change (add / edit / delete) in "Request Participants" field and populates all the users in "Request Participants" field to "CustomField..."

Take a look at the attached image too...

Best regards,

Ashraf B

[Noelí Fusco]

Ohh yes! now it works! thanks to much!

[Noelí Fusco]

And last question, has any person with service desk customer rol, who has been notified of a request not received the notification email? Because I am having that problem now.

[Ashraf B]

Within Customers menu, there are two components - "Organizations", for instance, M/s. ABC Enterprises and within the "Organization", we have "Customers".

I understand if the "Request participants" are listed within the said "Organizations", they would receive the notifications.

Please check this part...