Automatically add JSM request participants in Jira with security levels - Actonic – Unfolding your potential

Automatically add JSM request participants in Jira with security levels

Jira Service Desk automatically add request participants


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The integration of Jira Service Management and Jira Software is a real benefit for all development, operation teams and IT teams. Your customers create requests via the JSM Service Portal, which are automatically transferred to Jira Software through the automation engine: Now your developers and bug heroes get to work!

But one problem is common: When request participants are added to tickets, you can't see their counterparts in Jira Software. Jira's security level scheme prevents the transfer of request participants.

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Atlassian has been working on this concern for a long time – Actonic has just found a solution.

Discover it now!

Your scenario with automations from JSM and Jira Software

You have set up an automation that imports all Jira Service Management tickets one-to-one into Jira Software. For example, as soon as a customer creates a ticket of the type “error message”, the automation kicks in and a linked Jira issue is created for your development department.

The problem with request participants and security level schemes

If request participants and security level schemes are involved in this process, the synchronization to Jira software unfortunately does not work properly. The created tasks are mirrored, but the request participants from Jira Service Management are not transferred to Jira. This means that they cannot see and edit the linked tickets in Jira – a big problem. It is caused by the security level schemes in Jira, as there is no “request participant” field selectable in them. Simply disabling the security levels would not be a solution, as you would rather not compromise data privacy regulations. Atlassian is aware of the difficulty, but has not yet been able to provide a straightforward solution. But no worries, Actonic is here for you and jumps in with the most efficient workaround and solution for this issue?

How to automatically add request participants

The first, simplest and most obvious idea is an automation like: If case is created, then edit case as follows … But this doesn’t work because there is no option to add the field “Request participant” for processing.

You can’t add observers as a field, either.

What you can do is to create an automation with these rules:

  1. Trigger: When the “Request Participant” field in JSM changes (when something is added or deleted)

  2. Then: Copy the changed value into the custom field “Copy Request Participants”:

This way you can keep both your request participants and your security level schemes.

Summary for your success with request participants in Jira

So, to automatically transfer your Jira Service Desk/Management request participants to Jira Software and keep the security levels, you have to create a custom field in Jira that performs the function of request participants. For, you can easily select custom fields in Jira security schema.

To get your problem solved, two automations are up and about.

  1. Mirror the tickets from Jira Service Management to Jira Software

  2. Copy the values of the request participants

If you follow our instructions, you can quickly and easily solve your synchronization problem. We will be happy to support you with your project. Just contact us!

What are request participants?

Request participants in Jira Service Management (formerly Service Desk) are participating users who can also view, comment and edit the tickets. You can add or remove request participants manually. A classic use case here is when you want to use a vacation substitute for yourself.

What are security level schemes?

Security level schemes in Jira help you, as a system admin, to control who can see which tasks in your projects. A security scheme links users or groups to task roles, defining security levels. Security schemes are perfect for situations where many people need access to a project, but you still want to maintain privacy. For example, there are security levels in a HR project where team leads should see different things than CEOs or other team members.

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