Issue Summary

When a automation rule (A4J) adds Request participants on Issue created, customers receive a single batched customer notification email containing two “added you as a participant” entries:

One line stating that the reporter added them as a participant

Another line stating that the automation actor added them as a participant

However:

• The reporter does not manually add participants.
• The issue history shows only the automation actor changing the Request participants field.
• The email is being sent by the Customer notifications system (not by the automation “This rule should send emails” setting).
• Disabling "This rule should send emails" in the automation does not prevent this email, because the email is generated from JSM customer notifications, not from the automation’s own email sending.

This results in:

• Misleading content (it appears the reporter added participants when they did not), and
• Duplicate participant-added messages within a single customer notification email for a single logical change. (The line stating Automation actor added you as a participant can be stopped by unchecking "This rule should send emails" in the automation rule.)

Steps to Reproduce

1. In a Jira Service Management project:
   Ensure Customer notifications → Request created and Participant added notifications are enabled.
2. Create an automation rule in that JSM project:
   1. Trigger: Issue created
   2. Action: Edit issue → set Request participants (add one or more users)
   3. Actor: A service / admin user (e.g. “System Administrator”)
      The “This rule should send emails” checkbox can be ON or OFF (bug reproduces either way, since the email is from customer notifications).
3. Create a new request, ensuring the reporter does not manually add participants.

Expected Results

• Participants should receive only one clear notification indicating they were added as participants for that event.
• The notification content should accurately reflect the actual actor of the change:
• If only the automation actor modifies Request participants, the email should only show that actor (or at least not attribute the action to the reporter).
• If the reporter has not manually added participants, no line in the email should state or imply that the reporter added them as participants.

Actual Results

• Participants receive a single customer notification email that contains two “added you as participant” entries:
• One attributed to the reporter, even though the reporter performed no participant action.
• One attributed to the automation actor.
• This occurs even when:
  • The automation’s “This rule should send emails” option is disabled.
  • The only change to Request participants (visible in history) is from the automation actor.

The email is generated and sent via Customer notifications, not automation emails, and cannot be easily suppressed for just this scenario without impacting legitimate customer notifications.

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: