Problem

Customer upgraded to the fixed version 5.4.10 / 9.4.10 but is still facing the bug described initially in https://jira.atlassian.com/browse/JSDSERVER-6429

The issue occurs in JSM but appears due to changes in Jira publishing a mention event. 

Environment

Downstream - Customer was affected by JSM 5.4.10 (as per bug described in JSDSERVER-6429)

Steps to Reproduce

Test Case1: 

1. Create a Service Desk project.
2. Head to project settings > Permission Scheme.
3. Add the 'Application Access' > 'Any logged in user' permission in the 'Browse Project' permission 
4. Head to an issue, then, mention a customer in the ticket.

Test Case 2:

1.  The customer creates the following ticket “SD Test 1”   
2. Head to project settings > Permission Scheme.
3. Add "Reporter" to the 'Browse Project' permission 
4. The Agent add an Internal Comment and mentioned The customer in the internal comment 

Expected Results

Customer will not be receiving any notifications when an internal comment is added.

Actual Results

Customer receives notification when an internal comment is added.

Workaround

For Test Case1: 

Remove the 'Any logged in user' permission in the 'Browse Project' permission of project,

For Test Case2: 

As a workaround for this, you can use "Service project customer - portal access" and remove the Reporter from Browse permission, then the notification won't be sent when the reporter is mentioned in the internal comment.