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  1. Jira Service Management Data Center
  2. JSDSERVER-4207

Approvers should not be always treated as customers

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      Issue Summary

      As soon as a user is added to an issue as an approver, that user is treated as a customer for the purposes of notifications, even if they're an agent. Unless they then remove themselves after approving a given issue, they'll miss out on receiving any subsequent internal notifications.

      Steps to Reproduce

      1. Create an issue that has an approval process.
      2. Add a user that is an Agent as an approver.
      3. Get the issue to the approval step.

      Expected Results

      The user receives the approval notifications, and also the agent notifications.

      Actual Results

      The user is being considered a customer and only receives customer notifications.

      Workarounds

      • Enable Service Desk to send both Jira and Customer notifications when the user is an agent. This can be done by going to Jira Administration > Applications, option Configuration, scroll down and change the Notification setting to "Yes, send customers both Jira Service Desk and Jira Notifications"
      • Have the approvers remove themselves from the Approvers list.

      Original description:

      As soon as a user is added to an issue as an approver, that user is treated as a customer for the purposes of notifications, even if they're an agent. Unless they then remove themselves after approving a given issue, they'll miss out on receiving any subsequent internal notifications.

      The use case here is when a customer is set as an approver and merely replies via email saying "This is approved" but doesn't visit the portal to actually click the Approve button. The agent can add herself to the Approvers field and manually approve it to transition the issue through the workflow.

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            [JSDSERVER-4207] Approvers should not be always treated as customers

            Conny Postma made changes -
            Remote Link Original: This issue links to "Page (Atlassian Documentation)" [ 467198 ]
            Douglas Alves (Inactive) made changes -
            Remote Link Original: This issue links to "JSDS-3506 (Bulldog)" [ 410094 ] New: This issue links to "JSMDC-3506 (JIRA Server (Bulldog))" [ 410094 ]
            Sven Laanela (Inactive) made changes -
            Labels Original: affects-cloud cqt in-4.7.0 pm New: affects-cloud cqt in-4.7.0 not-fixed-in-cloud pm
            Sathiskumar (Inactive) made changes -
            Affects Version/s New: 4.5.1 [ 89600 ]
            Lisa Kaufman (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 496544 ]
            Lisa Kaufman (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 491961 ]
            Lisa Kaufman (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 490554 ]
            Sven Laanela (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 484572 ]
            Bartosz Ornatowski made changes -
            Link New: This issue relates to JSDSERVER-5697 [ JSDSERVER-5697 ]

            Bartosz Ornatowski added a comment -

            Hi there,

            Thanks so much for your patience.

            We're sorry to hear you've been experiencing problems and have updated the Jira Service Desk behaviour starting from version 4.7.0 to prioritise Agent role when the Agent also acts as a Customer Organization member or the Approver for the purposes of SLA events and Automation. Request Participants and Reporters will remain to be treated as customers primarily.

            The notification part of the issue mentioned here has been addressed by releasing a more detailed Knowledge Base article: https://confluence.atlassian.com/jirakb/enabling-notifications-for-agents-acting-as-customers-987144325.html

            Thank you,

            The Jira Service Desk Team

            Bartosz Ornatowski added a comment - Hi there, Thanks so much for your patience. We're sorry to hear you've been experiencing problems and have updated the Jira Service Desk behaviour starting from version 4.7.0 to prioritise Agent role when the Agent also acts as a Customer Organization member or the Approver for the purposes of SLA events and Automation. Request Participants and Reporters will remain to be treated as customers primarily. The notification part of the issue mentioned here has been addressed by releasing a more detailed Knowledge Base article:  https://confluence.atlassian.com/jirakb/enabling-notifications-for-agents-acting-as-customers-987144325.html Thank you, The Jira Service Desk Team

              bornatowski Bartosz Ornatowski
              nmason Nick Mason
              Affected customers:
              74 This affects my team
              Watchers:
              68 Start watching this issue

                Created:
                Updated:
                Resolved: