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  1. Jira Service Management Cloud
  2. JSDCLOUD-9882

CSAT survey not being sent when reporter is added as a watcher

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      Issue Summary

      A change has been made in which when a reporter is added as a watcher they will only get internal notifications. 
      https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/

      Because of this, tickets in which the reporter who is also a watcher in the ticket, are not sending CSAT Surveys even when the option is enabled. 

      (The survey is sent on the customer notification for the resolution - which is now not sent in this case) 

      Steps to Reproduce

      1. Create a ticket and add the reporter as a watcher
      2. Resolve the issue
      3. Check the reporter email - no CSAT survey

      Expected Results

      CSAT survey being sent

      Actual Results

      No CSAT survey is sent

      Workaround

      Remove the reporter from the watcher list before resolving the ticket.

      The following knowledge base article can be used to create an automation to automatically remove the reporter of an issue from the watchers list. The method provided can be modified to be triggered during transitions or other events:

            [JSDCLOUD-9882] CSAT survey not being sent when reporter is added as a watcher

            sheeraz Nawaz added a comment -

            Hi Team,

            It's really important to fix this issue which is having a big impact. We at business side using Jira for internal ticketing purpose and the reporter is unable to receive customer notifications since reporter is in watcher list. 

            Regards,

            Sheeraz Nawaz 

            sheeraz Nawaz added a comment - Hi Team, It's really important to fix this issue which is having a big impact. We at business side using Jira for internal ticketing purpose and the reporter is unable to receive customer notifications since reporter is in watcher list.  Regards, Sheeraz Nawaz 

            Bojana Vasic added a comment -

            +1

            Bojana Vasic added a comment - +1

              Unassigned Unassigned
              79302268a842 Ana Viseu
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                Created:
                Updated: