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  1. Jira Service Management Cloud
  2. JSDCLOUD-10916

JSM Customer Notifications Not Fired When Issue is Moved to a JSW Project

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      Issue Summary

      JSM customer notifications are not fired after an issue comment is made and the Jira issue is moved (shortly after) to a non-JSM project.

      The notification emails queue for a couple of minutes in the backend, waiting for more events to batch everything into a single notification, but if a Jira issue is moved to a JSW Project (for example) shortly after the comment is made it suppresses the notification delivery as it is now on a new, non-JSM project

      Steps to Reproduce

      1. Create a test JSW and JSM Project (with customer notifications enabled)
      2. Create a test Jira Issue on the JSM Project
      3. Create a comment on the Jira issue and then move the issue to the JSW project. The notification is suppressed and not sent out

      Expected Results

      Customer notifications are sent out to the reporter when an issue comment is made, even when the issue is moved (shortly after the new comment) to a non-JSM project

      Actual Results

      Customer notifications are not sent out when an issue comment is made, and the Jira issue is moved shortly after to a non-JSM project

      Workaround

      No workaround currently

            [JSDCLOUD-10916] JSM Customer Notifications Not Fired When Issue is Moved to a JSW Project

            Nicole added a comment -
            Atlassian Update - February 21, 2023

            Hi everyone,

            Thank you for previously raising this bug and bringing it to our attention.

            Within our company roadmap and work capacity, we try to address or review each bug request but admit that not each one will be resolved. To continue the culture of being honest and open, we are closing this bug to focus on our upcoming roadmap for all Jira Service Management Cloud users.

            As we continue to roll out features we do look at requests made by our users and if you feel like this bug is still impacting your team please let us know via raising a ticket at https://support.atlassian.com.

            Thank you again for providing valuable feedback to our team!
            Jira Service Management Cloud team

            Nicole added a comment - Atlassian Update - February 21, 2023 Hi everyone, Thank you for previously raising this bug and bringing it to our attention. Within our company roadmap and work capacity, we try to address or review each bug request but admit that not each one will be resolved. To continue the culture of being honest and open, we are closing this bug to focus on our upcoming roadmap for all Jira Service Management Cloud users. As we continue to roll out features we do look at requests made by our users and if you feel like this bug is still impacting your team please let us know via raising a ticket at https://support.atlassian.com . Thank you again for providing valuable feedback to our team! Jira Service Management Cloud team

              Unassigned Unassigned
              68fd6ffad335 Christian Beaulieu (Inactive)
              Affected customers:
              1 This affects my team
              Watchers:
              5 Start watching this issue

                Created:
                Updated:
                Resolved: