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  1. Jira Service Management Cloud
  2. JSDCLOUD-3460

Prevention or Warning message when Agent tries to add Internal Users as Request Participants

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    Description

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Problem Definition:

      Currently, if an Internal User or Agent are added as a "Request Participant" on a ticket, they will not retrieve any Internal Comment of that Request.

      Suggested Solution:

      As that behaviour is by design, it will be great if there is a feature that will prevent any Internal Users to be added as the "Request Participant" or a warning that mention that the user would not retrieve any internal comment notification.

      Workaround:

      Remove any Internal Users from the "Request Participant" field.

      Attachments

        Issue Links

          is duplicated by

          Suggestion - JSDCLOUD-12371 Provide automation conditions to allow removal of Request Participants

          • Reviewing
          is related to

          Suggestion - JSDSERVER-3460 Prevention or Warning message when Agent tries to add Internal Users as Request Participants

          • Gathering Interest
          relates to

          Bug - A problem which impairs or prevents the functions of the product. JSDCLOUD-2418 Agent does not recieve internal comments notifications if he's mentioned in Request Participiants

          • Medium - Medium priority issues
          • Closed

          Suggestion - JSDCLOUD-1873 Notification on Internal Comments to Collaborators added as Request Participant

          • Closed

          Suggestion - JSDCLOUD-2309 When a reporter is also a collaborator, he/she should get both customer notifications and internal comments' notifications.

          • Closed

          Suggestion - JSDCLOUD-3410 I would like my Service Desk agent to receive JIRA notification even if they are a request participant/reporter/part of Organization

          • Closed

          Suggestion - JSDCLOUD-12371 Provide automation conditions to allow removal of Request Participants

          • Reviewing

          Activity

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              Unassigned Unassigned
              jrahmadiputra Julian (Inactive)
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              Dates

                Created:
                Updated:
                Resolved: