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  1. Jira Service Management Data Center
  2. JSDSERVER-1873

Notification on Internal Comments to Collaborators added as Request Participant

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Current Behaviour

      • If a Collaborator is added as Request Participant, the Collaborator will not receive notification for Internal Comments

      Feature Request

      • Collaborator should still receive notification for Internal Comments even if he is added as Request Participant on a ticket

            [JSDSERVER-1873] Notification on Internal Comments to Collaborators added as Request Participant

            Alex Zoric added a comment -

            Has this been resolved or is there a workaround? 

            I am currently in a situation where this is causing a problem.

            Any suggestions appreciated.  

            Alex Zoric added a comment - Has this been resolved or is there a workaround?  I am currently in a situation where this is causing a problem. Any suggestions appreciated.  

            bwts added a comment - - edited

            I agree request participants is out of the box behavior, however we are seeing the same issue with watchers. i.e. watchers who are also collaborators are not being notified when an internal comment is added.

            EDIT
            Watchers do get the emails, BUT not if they are request participants as well.

            bwts added a comment - - edited I agree request participants is out of the box behavior, however we are seeing the same issue with watchers. i.e. watchers who are also collaborators are not being notified when an internal comment is added. EDIT Watchers do get the emails, BUT not if they are request participants as well.

            lingbo (Inactive) added a comment -

            This behaviour is by design. A collaborator is someone who works with agents and always see all the comment history and receives JIRA notifications on all activities; a request participant is a customer who's taking part in the conversation with agents and interested in seeing the progress of the requests as a customer.

            lingbo (Inactive) added a comment - This behaviour is by design. A collaborator is someone who works with agents and always see all the comment history and receives JIRA notifications on all activities; a request participant is a customer who's taking part in the conversation with agents and interested in seeing the progress of the requests as a customer.

            Davide Paleari added a comment -

            Hi,
            in my opinion this is a bug. Collaborators should be,by definition, notified by internal comments, if mentioned.

            Davide Paleari added a comment - Hi, in my opinion this is a bug. Collaborators should be,by definition, notified by internal comments, if mentioned.

              Unassigned Unassigned
              jalor Janice Alor (Inactive)
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                Created:
                Updated:
                Resolved: