Details
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Bug
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Status: Gathering Impact (View Workflow)
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Medium
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Resolution: Unresolved
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21
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Severity 3 - Minor
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13
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Description
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
- Create a ticket and add the reporter as a watcher
- Resolve the issue
- 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
Attachments
Issue Links
- mentioned in
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