Issue Summary

When Assist syncs a comment to Jira that includes a mention to a request customer (reporter, request participant) who also has a JSM license, the internal notification for user mention is triggered to the mentioned user. This applies even if the user is not an agent or administrator of the project.

When the request is raised from a Virtual Agent intent, which mentions the reporter multiple times through the flow, the reporter may end up receiving multiple mention notifications at once when the request is created and Assist posts the complete thread as comments.

Steps to Reproduce

1. Mention a licensed user in a Slack thread that is connected to a request where the licensed user is only a customer.

Expected Results

Only customer notifications are triggered to the user, who is a customer of the request.

Actual Results

The user receives Jira's internal/agent notification that they were mentioned in a request, even if they don't have internal access to it.

Workaround

The affected licensed user can go to their personal settings for notifications (https://SITENAMEHERE.atlassian.net/jira/settings/personal/notifications) and deactivate mention notifications. They can deactivate the mention notifications per project.