Description:
Currently, in Jira Service Management (JSM) Cloud projects, only users with the Service Desk Team (agent) role receive MS Teams notifications when they are @mentioned in internal comments. Users who have an agent license but are assigned only the reader role in a specific project do not receive these MS Teams notifications, although they do receive Jira in-app notifications for @mentions.

Current Behavior:

• If a user is an agent in a JSM project, they receive both Jira in-app and MS Teams notifications for @mentions in internal comments.

• If a user is only a reader (even with an agent license), they receive only Jira in-app notifications, not MS Teams notifications, for @mentions in internal comments.

Desired Behavior:
Provide a configuration or permission option that allows project admins to enable MS Teams notifications for @mentions in internal comments for users with reader access, not just agents.

Rationale:

• Some organizations want readers (who may be stakeholders or support staff) to stay informed via MS Teams notifications when they are @mentioned in internal comments.

• The current limitation may hinder collaboration and timely responses from non-agent participants.

• Making this configurable would allow organizations to tailor notification behavior to their needs, while maintaining the default for those who prefer the current setup.

Request:
Please consider adding a configuration or permission setting to allow readers in JSM projects to receive MS Teams notifications for @mentions in internal comments.