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  1. Jira Service Management Cloud
  2. JSDCLOUD-10323

JSM agents don't get some internal notification when the agent is in JSM organization.

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      Issue Summary

      Agents don't get some internal notification when the agent is in JSM organization and the internal notification is configured to send notification to project role like "Service Desk Team".
      This is partially fixed at https://jira.atlassian.com/browse/JSDCLOUD-3410, but still there is a case that agents don't get internal notification. It's been fixed to treat watchers and assignee as agents in JSDCLOUD-3410. However when an issue is created, it’s not possible to send internal notification to agents as there is no watcher and assignee at the time.

      Steps to Reproduce

      1. add a user to a project as "Service Desk Team" role
      2. add the agent to a JSM organization
      3. configure the internal notification to send notification to Agent role users.

      Expected Results

      The user get the internal notification.

      Actual Results

      The user doesn't get the internal notification.

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available

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            [JSDCLOUD-10323] JSM agents don't get some internal notification when the agent is in JSM organization.

            Hiroki Ueda added a comment -

            JSDCLOUD-3410

            ->As a result of checking the behavior, we confirmed that internal notifications to agents included in the customer organization are effective only when they are "All Watchers" and "Current Assignee", and that this is an event that prevents notifications when you want to notify roles such as "Agent" of "Request created".
            We believe that this is a fatal problem.
            We would like to request that the specification be made simple so that notifications can be made if it is an internal notification target.

            Hiroki Ueda added a comment - JSDCLOUD-3410 ->As a result of checking the behavior, we confirmed that internal notifications to agents included in the customer organization are effective only when they are "All Watchers" and "Current Assignee", and that this is an event that prevents notifications when you want to notify roles such as "Agent" of "Request created". We believe that this is a fatal problem. We would like to request that the specification be made simple so that notifications can be made if it is an internal notification target.

              Unassigned Unassigned
              jsakurai@atlassian.com J. Sakurai
              Affected customers:
              22 This affects my team
              Watchers:
              35 Start watching this issue

                Created:
                Updated: