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Suggestion
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Resolution: Fixed
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0
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23
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Summary
As soon as a user is added to an issue as an approver, that user is treated as a customer for the purposes of notifications, even if they're an agent. Unless they then remove themselves after approving a given issue, they'll miss out on receiving any subsequent internal notifications.
Suggestion
If a user is added as an approver to an issue, if they're an agent, keep treating them as an agent for the purposes of notifications.
The use case here is when a customer is set as an approver and merely replies via email saying "This is approved" but doesn't visit the portal to actually click the Approve button. The agent can add herself to the Approvers field and manually approve it to transition the issue through the workflow.
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JSDCLOUD-4167 Issue approver doesn't get any other notification than the one to approve the request, even if they are also Watcher and/or Assignee in JIRA Service Desk Cloud
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[JSDCLOUD-4207] Approvers should not be always treated as customers
Hi everyone,
A quick update that this is currently being developed.
Cheers,
Jason
Hi All,
I've reviewed this ticket and this issue is a strong candidate for our roadmap. Please stay tuned for updates.
Thanks,
Jason and the Jira Service Management Team
Hi everyone,
I'm Jason, one of the Product Managers on Jira Service Desk.
I'm currently looking into Approvals requirements and I'd like to understand your use cases better to help us prioritise and deliver solutions that work for all,
You can reach out to me at jdcruz@atlassian.com
. Your feedback will help us prioritize our efforts and deliver better value.
Cheers
Jason
Hi, a very strange issue for our company. Also played back for Jira Service Desk 4.8.0 locally (server)
++1
Of course approvers shouldn't be treated as customers in regards to notifications.
There are two clearly defined use cases:
- Requires internal approval (therefore the approver in question is an Agent and needs to be notified)
- Requires external approval (therefore the approver in question is a client and needs to be notified)
Vicki Lea Tsang
added a comment - Another impact of this treatment (extends to people who have been added as participants) is that any SLA that is tied to the agent adding a comment to the ticket will fail, as the SLA will see this agents response as being a customer response, not a response to the customer! We have lots of SLA "failures" as the customer shared the issue with the agent and the SLA timer did not stop when the agent left a response.
Vicki Lea Tsang
added a comment - Another impact of this treatment (extends to people who have been added as participants) is that any SLA that is tied to the agent adding a comment to the ticket will fail, as the SLA will see this agents response as being a customer response, not a response to the customer! We have lots of SLA "failures" as the customer shared the issue with the agent and the SLA timer did not stop when the agent left a response. I see that this is in "to do" for server. Please do it for cloud as well!
Hi everyone and thanks for your patience.
I'm pleased to announce that we've implemented changes so assignees or watchers who are approvers will continue to get internal notifications. Please refer to documentation below to understand changes in behaviour.
https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/
Thanks,
Jason and the Jira Service Management team