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Details

Type: Suggestion
Resolution: Fixed
Component/s: Customer Notifications - Configuration & Customisation
Labels:
- IWT
- affects-cloud

UIS:
0
Support reference count:
43
Feedback Policy:

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Description

NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

Currently if my service desk agent is on the watcher list and also added as a request participant, the agent will not receive any JIRA notification (such as internal comment notification). It would be good agents received internal notifications, despite being in the context of customers of the request.

Notes

This also affects if the agents are in the same organisation as the reporter.

Follow Up

Since this use case is not fully implemented yet, we've raised a new bug report. Please consider giving feedback at JSDCLOUD-10323.

Attachments

Issue Links

has a derivative of

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

Gathering Impact

is related to

JSDCLOUD-5896 User doesn't get notified when assigned ticket if user is a customer and agent in the same organization

Closed

JSDCLOUD-3460 Prevention or Warning message when Agent tries to add Internal Users as Request Participants

Closed

JSDSERVER-3410 Send notifications to Service Desk Agents for updates on issues where they are also a request participant, reporter or member of the organization

Closed

relates to

JSDCLOUD-2418 Agent does not recieve internal comments notifications if he's mentioned in Request Participiants

Closed

JSDCLOUD-2309 When a reporter is also a collaborator, he/she should get both customer notifications and internal comments' notifications.

Closed

mentioned in: Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...; Page Loading...

resolves: PSCLOUD-24551 Loading...

(1 relates to, 8 mentioned in, 1 resolves)

Activity

People

Assignee:: Benjamin Paton

Reporter:: vwong

Votes:: 67 Vote for this issue

Watchers:: 68 Start watching this issue

Dates

Created:: 15/Feb/2016 6:14 AM

Updated:: 20/Oct/2022 6:20 PM

Resolved:: 12/Mar/2021 1:19 AM