Help Creating Automation Rule to strip CCs - No Requested Participants

[Tracey Bakewell]

I need to create a rule to tell JSM to NOT place any CC'd email addresses in the "Requested Participants" area of the ticket when an issue is opened via email.

Can someone share with me how to do this? I am very new to this, and did go through some entry level training. Just tried to walk through the rules wizard style, but I think this one may be over my head.

Any help would be greatly appreciated!

[Joanna Thurmann · Accepted solution]

@Tracey Bakewell This rule should work. Tomorrow, we have a free webinar all about Automation. Register even if you cannot attend, so that you can access the recording later. Good luck.

Power Up with Jira Automation -->  Register Here 

[Tracey Bakewell]

I just saw this, thank you! I will try this today! And, I just registered for the webinar too!!!

[Tracey Bakewell]

I cannot find the "Request Type Equals" - Emailed Request

EDIT - FOUND IT!

Now a little lost on that last step, still looking for it.

EDIT - FOUND THAT TOO!!!

TESTING!

[Joanna Thurmann]

@Tracey Bakewell let us know once you got it working!  :-)

[Tracey Bakewell]

Will do! Something broke in our test environment where I can no longer email in requests... gotta research THAT  now first! Ugh! Thank you for the training this morning!

[Tracey Bakewell]

@Joanna Thurmann your rule worked great! Thank you!!!

[Joanna Thurmann]

Glad to hear ti!

[Tracey Bakewell · Accepted solution]

@Joanna Thurmann I have one little hiccup in this rule, are you able to take it one step further?

The rule definitely strips the cc from the "Request Participants", HOWEVER, the cc'd people are still receiving the 1st notification that they are being requested, so still a little confusing for them. Is there an extra item I can add to keep that notification from even being sent?

Ultimately, they should only receive the external original email from the sender that cc'd them, but, then receive nothing else.

In one of my tests, since 1 of the cc'd users was never a user in the system, he actually received a Welcome Sign-up message, which I'd like to turn off all together as well.

Thank you!

[Joanna Thurmann]

@Tracey Bakewell You can turn off the customer notifications that are auto-sent from JSM. Take a look at the image. 

To set who customers can automatically share new requests with, Jira admins can change the Global settings .

[Tracey Bakewell]

Thank you!!! Testing now!

[Tracey Bakewell]

This worked beautifully! Thank you! Don't know why I didn't even think of that!!!

[Tracey Bakewell]

@Joanna Thurmann One ore tweak on this if at all possible? Thinking it's a new rule or does it expand on this same one...

IF a user does a reply-all to the original email that started this, it obviously opens a new ticket. I need a rule to notice this is the same conversation and does not open a ticket. I am also going to search the community because I'm sure this is already a thing that has been addressed :)

[Joanna Thurmann]

@Tracey Bakewell I don't think you can do this with a rule because the Issue Created trigger is fired after the email has already been processed. Take a look at the doc https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-through-email/ and the other linked content to see if you can modify the email settings.

[Alex van Vucht (GLiNTECH)]

Hi Tracey, I haven't personally attempted this so I can't directly assist with this question. Please make sure to go over the documentation in detail at confluence.atlassian.com and check out the automation templates library.

People often CC people in replies to tickets as well as when opening a ticket.

Try something like:

1. When: the value for Request Participants changes
2. If (field condition): Customer Request Type is Emailed Request
3. And (user compare condition): Reporter is a Customer
4. Then: Edit issue
   • Request Participants: {{#fieldChange.from}}{{toString}}{{/}}

That should revert to what the participants were before the change. This last smart value is untested, you can just blank the field if you like. There might be a way to tell if the initiator was an email, I am not sure.

There's a good training course on automating Jira now if you want to learn more about how to do these.

[Tracey Bakewell]

Thank you Alex! I will give it a try today!

I would love to take the training course on automating Jira. Is it available here or a pay course?

[Alex van Vucht (GLiNTECH)]

It's a paid course, see https://training.atlassian.com/jira-automation. Have a look at doing the two Jira Essentials courses linked from there first, but you say you've done some entry-level training so this should be fine.

[Tracey Bakewell]

Thanks Alex! I bookmarked this for future training courses!