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Details

Type: Suggestion
Resolution: Answered
Fix Version/s: None
Component/s: API and Integrations
Labels:

UIS:
135
Support reference count:
25
Feedback Policy:

We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

Description

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

Currently if my service desk agent is on the watcher list and also added as a request participant (or is the reporter, or is part of the organization the issue is shared with), the agent will not receive any JIRA notification (such as internal comment notification). It will be great if the agent receives both the JIRA notifications and the JSD customer notification.

It would be great if JIRA can allow a user to select they shall be treated as customer ID or agent ID for notification they want to receive.

Attachments

Issue Links

is duplicated by

JSDSERVER-5307 When adding staff agent as a customer this seemed to override any notifications I get as a staff member

Closed

is related to

JSDSERVER-5602 Send Agents notifications regardless of whether they are part of an organization

Closed

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

Gathering Interest

relates to

JSDSERVER-2418 Agent does not recieve internal comments notifications if he's mentioned in Request Participiants

Closed

JSDSERVER-3404 An agent will not receive notifications on internal comments when being both a watcher and a request participant

Closed

JSDSERVER-6269 Inconsistency with how Jira notifications are sent to users treated as Customers when they are mentioned in a ticket

Short Term Backlog

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

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

Closed

JSDSERVER-5697 Allow JIRA Service Desk Admins to Decide When Agents should be Treated as Customers

Gathering Interest

SSE-546 Loading...

mentioned in: Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...

(5 relates to, 6 mentioned in)

Activity

People

Assignee:: Bartosz Ornatowski

Reporter:: vwong

Votes:: 117 Vote for this issue

Watchers:: 100 Start watching this issue

Dates

Created:: 15/Feb/2016 6:14 AM

Updated:: 25/Sep/2023 5:51 PM

Resolved:: 10/Feb/2020 12:20 AM

Send notifications to Service Desk Agents for updates on issues where they are also a request participant, reporter or member of the organization