When you have an Automation to Alert user (@mention), and when you create an issue from the Customer portal, after the Automation runs and adds the user @mention, the same user is getting added to the 'request participants' as well. The same behaviour is not noticed when you create the issue from Jira.
- Create an Automation similar to the below -
- Try creating an issue from the Customer portal which satisfies the Automation rule, this will add the @mention user automatically to the Request Participants
The user is just added to the Comment as @mention and notified accordingly.
The user is getting added to the Request participants as well.
Disable the mentions on customer portal feature. Please note that this will disable mentions for all the customer portals. The alert automation will work as intended. To do this please add the below dark feature in your instance -
To disable the portal mention feature : sd.customer.portal.editor.mentions.disabled