What field captures the list of people who are listed as Shared with on a service desk ticket?

[Vijay Venkataraman]

Hi, I am setting up an automation for jira rule to send an email to everyone who appears under the "Shared with" on a Servicedesk ticket in the customer view of the ticket. How do I get that list of people to include in the To: of the email?

[Gikku · Accepted solution]

Hi @Vijay Venkataraman 

You can send the mail to 'Customers involved' to have notification delivered to all request participants, unless they have opted out of mail subscriptions from that particular request.

[Vijay Venkataraman]

What is the exact field (e.g. {{issue.fields.reporter}}) to be used for 'Customers involved'. To clarify, this is not a standard ticket has been updated notification, but a special instructions email sent out only when certain conditions are met. So the customers will continue to get standard update alerts based on their preferences, but will not be able to opt out of this one.

[Gikku]

Hi @Vijay Venkataraman 

Are you not using the default Jira service desk automation for triggering the mail. ?

You can use it to have email triggered under certain conditions

[Vijay Venkataraman]

No, I am using "automation for jira". It doesn't have an option like that. I will look into doing this rule in standard automation.

Thanks,

[Vijay Venkataraman]

Is there a way to use a different/custom subject (or override) the subject in the email template? I do not want these emails appearing as standard jira update notifications.

[Gikku]

Please check this documentation. You have the option to edit templates.
But I guess it a project level change.