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  1. Jira Service Management Data Center
  2. JSDSERVER-12485

Implement mention notifications for actions via the Customer Portal

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      Issue Summary

      Currently, actions via the customer portal won't result in any Jira mention notification emails.

      As detailed in documentation related to Add participants by mentioning them via the customer portal

      For example: Jira will not send mention notification emails for a Mentioned User if automation based on the 'Issue created' action is triggered from the Customer Portal.

      Note

      There is currently a bug where in certain circumstances if 'Batching email notifications' is enabled, Jira will send mention notification emails on issues created from the customer portal. However this behaviour is not to be expected.

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            [JSDSERVER-12485] Implement mention notifications for actions via the Customer Portal

            Alex Cooksey added a comment -

            Hi Everyone, Apologies for the confusion related to this Bug Ticket. 

            The behaviour described in the original bug ticket (and workaround detailing a method of enabling Batch notifications) should not be expected to work. 

            Per the documentation in: https://confluence.atlassian.com/servicemanagementserver/adding-request-participants-939926441.html#Addingrequestparticipants-Addparticipantsbymentioningthemviathecustomerportal

            Actions via the customer portal won't result in any Jira mention notification emails.

            –

            We understand this news might be frustrating, but I just wanted to better clarify the current state in this Jira ticket to ensure expectations are set. 

            Alex Cooksey added a comment - Hi Everyone, Apologies for the confusion related to this Bug Ticket.  The behaviour described in the original bug ticket (and workaround detailing a method of enabling Batch notifications) should not be expected to work.  Per the documentation in: https://confluence.atlassian.com/servicemanagementserver/adding-request-participants-939926441.html#Addingrequestparticipants-Addparticipantsbymentioningthemviathecustomerportal Actions via the customer portal won't result in any Jira mention notification emails. – We understand this news might be frustrating, but I just wanted to better clarify the current state in this Jira ticket to ensure expectations are set. 

            Orlin Raykov added a comment -

            Is there a chance that this will be looked at and maybe fixed?

            Thanks.

            Orlin Raykov added a comment - Is there a chance that this will be looked at and maybe fixed? Thanks.

            andreas.schwab2 added a comment - - edited

            We are impacted by this and the provided workaround to enable batch processing is not an option for us as with batch processing the email subject is changed so that it is not possible to see for what a notification has been received. Usually an @mention notification contains a special subject and this helps to put higher priority on such notifications.

            A a mitigation action, we are using the “alert user” function instead, which helps to convey the importance of the notification in the email. However, we are loosing the context information why someone needs to attent a ticket.

            Can you provide a different workaround for this topic (e.g. changing some parameteres in the admin area) or do we have to wait for the permanent fix?

            andreas.schwab2 added a comment - - edited We are impacted by this and the provided workaround to enable batch processing is not an option for us as with batch processing the email subject is changed so that it is not possible to see for what a notification has been received. Usually an @mention notification contains a special subject and this helps to put higher priority on such notifications. A a mitigation action, we are using the “alert user” function instead, which helps to convey the importance of the notification in the email. However, we are loosing the context information why someone needs to attent a ticket. Can you provide a different workaround for this topic (e.g. changing some parameteres in the admin area) or do we have to wait for the permanent fix?

              Unassigned Unassigned
              64bb5fbf78a2 Manojkumar Ramadoss
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                Created:
                Updated: