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  1. Jira Service Management Server and Data Center
  2. JSDSERVER-10909

Alerting a user(@mention) via Automation adds the user to the Request Participants as well when the issue is created from Customer portal

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    Description

      Issue Summary

      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.

      Steps to Reproduce

      1. Create an Automation similar to the below -
      2. Try creating an issue from the Customer portal which satisfies the Automation rule, this will add the @mention user automatically to the Request Participants

      Expected Results

      The user is just added to the Comment as @mention and notified accordingly.

      Actual Results

      The user is getting added to the Request participants as well.

      Workaround

      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

      Attachments

        1. Screenshot 2021-11-23 at 7.50.40 PM.png
          118 kB
          Sandhya Thottamkara
        2. Screenshot 2021-11-23 at 7.52.02 PM.png
          410 kB
          Sandhya Thottamkara

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              11483abddbe2 Guillaume (Inactive)
              sthottamkara@atlassian.com Sandhya Thottamkara
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                Updated:
                Resolved:

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