Adding a group as participant to a ticket

[Jenny Thompson]

Hey there

I need to copy a group of users to see a specific ticket (rather than access the whole helpdesk) I can add individual team users as participants which works fine.... but just adding the team name would be better.

I am really struggling with this - please can anybody help - or suggest a workaround solution maybe ?

Thank you in advance 

Jenny

[Dirk Ronsmans · Accepted solution]

Hi Jenny,

Do you mean a group of customers or an internal group?

If we are talking customers then you can use the organizations to create "groups" of customers. Ussualy these can be departments/external companies/..

If you share the ticket with that organization all members of that organization can see the ticket and interact with it.

https://confluence.atlassian.com/confeval/jira-service-management-evaluator-resources/jira-service-management-grouping-customers-into-organizations

[Jenny Thompson]

Thanks for getting back on this so quickly !

It is all internal groups

[Dirk Ronsmans]

Could you maybe elaborate a bit more on your use case then? i'd be happy to brainstorm on a work around then :)

You mention helpdesk and request participants so does that mean you want a Software user to collaborate on a JSD ticket and you grant them permissions through the request participants?

The more we know, the better we can try and help!

[Jenny Thompson]

We are setting up a cloud Jira Servicedesk

When we assign a ticket to an agent - the agent adds their team as participants.

Currently, they add all 10 team members individually.

We need to add them as a group ‘Products team’ for example.

When the team members are added as participants they automatically receive a notification for that ticket and can view that ticket and add an internal note

If the agent changes then a different team will also be added as participants by the new agent and the existing team needs to remain

[Dirk Ronsmans]

Am I fair to assume then that the team members are also Agents?

It seems like you are trying to achieve a simple group assignment structure.

A workaround for this that I've implemented several times could to add a custom field of type "group picker".

A ticket would then initially be assigned to a group "Product Team" and then an agent (or vice versa). the drawback is that the assignee will not be filtered based on that team/group.

As far as notifications go you will need to send an email to that group then which is not something that can be done easily out of the box. You might take a look at the automation engine and define your email there that 

• When that custom field is changed
•  Send email to the group value of that custom field

I'm writing this as a high level work around cause I'm unaware of your level of technical knowledge and whether you need more information :) If we need to dive deeper I can see what I can whip up.

TLDR, it seems like a simple group picker field (custom field) would already achieve most of what you want to do.

[Jenny Thompson]

Thank you i will give this a try