Summary

An inconsistency was found on Service Desk, if users on the Service Desk Team project role are under the project's customers as well, the system will consider the agent as a customer. What can cause problems with notifications to no be sent due to this configuration:

• JIRA Administrator > Applications > JIRA Service Desk > Notifications

  Should customers receive JIRA notifications?

  • No, only send JIRA Service Desk notifications to customers (recommended)
  • Yes, send customers both JIRA Service Desk and JIRA notifications

Normally, when adding an user under the Service Desk Team project role, the user is automatically removed from the project's customers. But when adding the user on an organization, it will cause conflicts on the notifications. Therefore, even that the Notification helper shows that the Agents should receive the notifications for certain actions they will not receive it.

Expected Results

The Notification helper shows that the Agent should receive the notifications for certain action and it works.

Actual Results

The Notification helper shows that the Agent should receive the notifications for certain actions but due to determined configurations from Service Desk such as roles (SD Team/Customers) the Agent will not receive the notifications.