Issue Summary
The 'mention' notifications are not working for a user who is an Agent and a Customer even though the configuration settings are enabled as 'Yes, send customers both Jira Service Management and Jira notifications'.
Steps to Reproduce
- Install JSM 5.17.0 or above
- Go to Applications >> JSM Configuration >> Notifications >> Set 'Yes, send customers both Jira Service Management and Jira notifications'
- Create a JSM project
- Create a user and give them JSM license
- Create an issue and add the newly created user as Reporter
- Mention the Reporter in a comment and share it with the customers(public comment)
Expected Results
The Reporter user will get both 'mentioned' notification and the public comment added notification.
Actual Results
The Reporter only receives the public comment added notification.
Workaround
Currently, there is no known workaround for this behavior. A workaround will be added here when available.
Versions Tested
Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
| Testing Requirements |
Version |
Affected Version |
| Customers Reported Version |
5.17.5 |
Yes |
| Most Recent Bug-Fix Release |
10.4.0 |
Yes |
| Previous Major Release |
10.0.0 |
Yes |
| Most Recent LTS |
10.3.2 |
Yes |
| Other Versions.. |
5.16.5 |
No |
Bug
Low
