JSM ticket creation that auto adds user as a watcher

[Raymond Correa]

I would like to create some kind of automation where whenever a specific ticket gets created in JSM that a specific user becomes a watcher automatically. Is that possible and if we can add some kind of wildcard or something to that nature that it won't trigger unless the case comes from a certain email address. Is that possible? 

[Trudy Claspill]

Hello @Raymond Correa 

What is the exact criteria you want to apply? Is it a specific single email address as the sender/reporter? You talked about using a wildcard. How would you want to use the wildcard, specifically.

[Trudy Claspill]

Thank you for that additional information.

Can you confirm that you want to add a Watcher, which would be a licensed Jira user or JSM Agent, rather that adding a Request Participants, which would be another user that has only Customer access to the JSM instance?

[Raymond Correa]

Yes the watcher would be a licensed JSM user

[Trudy Claspill]

You could create a rule trigger by Issue created.

Then add a Smart Value Condition. In it use the smart value for the email of the user in the Reporter field - {{issue reporter.emailAddress}} Compare that to the email address of interest.

Follow that with a Manage Watchers action 

[Raymond Correa]

When I choose smart value condition it shows this

[Trudy Claspill]

Plug the smart value I suggested into the First Value field.

Put the email address of interest in the Second Value field.

[Raymond Correa]

I used the term wildcard as like saying this task would only be started if X was selected. In this case X would be a senders email address or the reporter. So for example if we have a Jira project called notices and this project has many different types of reporters. However we need a specific reporter  which would be an email address I believe. So once this case is created from that specific reporter/email it would trigger a specific user as a watcher for that ticket. Hopefully that helps and clears things up. If not I’ll do my best to clear it up again