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  1. Jira Service Management Cloud
  2. JSDCLOUD-10951

Assignee is added as request participant when mentioned on the Portal

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      Issue Summary

      When a user mentions the @assignee in a comment on the customer Portal, the assignee will be added as a request participant, causing notification issues described here.

      The issue doesn't happen when mentioning the user on the UI.

      Steps to Reproduce

      1. Go to the customer Portal
      2. Mention (@) the assignee of the ticket in a comment

      Expected Results

      Assignee not added as request participant

      Actual Results

      Assignee (agent role) will be added as a request participant (customer role) as well

      Workaround

      Create an automation rule like the one below, to remove the assignee in case it's added as request participant:

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            [JSDCLOUD-10951] Assignee is added as request participant when mentioned on the Portal

            Almuth Boehme [Communardo] added a comment - - edited

            Thanks for the workaround! I only had to change the JSON to make it work on premise:

            {
    "update": {
        "Request participants": [{
            "remove": {
                "name":"{{assignee.name}}"
            }
        }]
    }
}

            Almuth Boehme [Communardo] added a comment - - edited Thanks for the workaround! I only had to change the JSON to make it work on premise: {     "update" : {         "Request participants" : [{             "remove" : {                 "name" : "{{assignee.name}}"             }         }]     } }

              Unassigned Unassigned
              64c8f1937384 André Sinatora
              Affected customers:
              11 This affects my team
              Watchers:
              12 Start watching this issue

                Created:
                Updated: