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  1. Jira Service Management Cloud
  2. JSDCLOUD-3460

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

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      Problem Definition:

      Currently, if an Internal User or Agent are added as a "Request Participant" on a ticket, they will not retrieve any Internal Comment of that Request.

      Suggested Solution:

      As that behaviour is by design, it will be great if there is a feature that will prevent any Internal Users to be added as the "Request Participant" or a warning that mention that the user would not retrieve any internal comment notification.

      Workaround:

      Remove any Internal Users from the "Request Participant" field.

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

            Prathiksha added a comment -

            Hi Everyone,

            Thank you for your feedback on this feature.

            We are marking this issue as closed because it is a duplicate of JSDCLOUD-12371 which has received more traction. You can follow the ticket there as the source of truth.

            Thank you again for your feedback!

            Prathiksha M S
            Jira Service Management Cloud team

            Prathiksha added a comment - Hi Everyone, Thank you for your feedback on this feature. We are marking this issue as closed because it is a duplicate of  JSDCLOUD-12371 which has received more traction. You can follow the ticket there as the source of truth. Thank you again for your feedback! Prathiksha M S Jira Service Management Cloud team

            Sébastien Trudel added a comment -

            +1. This is annoying and we're missing importants emails.

            Sébastien Trudel added a comment - +1. This is annoying and we're missing importants emails.

            Erik Brooks added a comment -

            Agree 100%.

            Erik Brooks added a comment - Agree 100%.

            Brad Belschner added a comment -

            It would be sufficient to simple add in a warning message clarifying that the user would not retrieve any internal comment notification. Our organization is probably not the first to trip over this feature. "Request Participant" sounded to us like a participant on the development side, not the customer side. The feature itself doesn't need to be fixed, it just needs a simple clarification message.

            Brad Belschner added a comment - It would be sufficient to simple add in a warning message clarifying that the user would not retrieve any internal comment notification. Our organization is probably not the first to trip over this feature. "Request Participant" sounded to us like a participant on the development side, not the customer side. The feature itself doesn't need to be fixed, it just needs a simple clarification message.

              Unassigned Unassigned
              jrahmadiputra Julian (Inactive)
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                Created:
                Updated:
                Resolved: