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  1. Jira Service Management Data Center
  2. JSDSERVER-2115

If a participant is a JIRA User send them a JIRA notification instead of a SD notification

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    • Icon: Suggestion Suggestion
    • Resolution: Answered
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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.

      If a JIRA user is added to an issue as a participant then they should be sent notifications via JIRA instead of Service Desk. The main benefit for this would be that the participant would be sent to the JIRA Issue instead of the Customer Portal, which has less detail and functionality.

      At present if you configure the JIRA Notification Scheme to send participants emails it is trumped by the SD Notification System and no no JIRA notification is sent.

          Form Name

            [JSDSERVER-2115] If a participant is a JIRA User send them a JIRA notification instead of a SD notification

            Bartosz Ornatowski added a comment -

            Hi there,

            Thanks so much for your patience.

            We're sorry to hear you've been experiencing problems and have updated the Jira Service Desk documentation.

            You'll find the information you need here https://confluence.atlassian.com/jirakb/enabling-notifications-for-agents-acting-as-customers-987144325.html

            Thank you,

            The Jira Service Desk Team

            Bartosz Ornatowski added a comment - Hi there, Thanks so much for your patience. We're sorry to hear you've been experiencing problems and have updated the Jira Service Desk documentation. You'll find the information you need here https://confluence.atlassian.com/jirakb/enabling-notifications-for-agents-acting-as-customers-987144325.html Thank you, The Jira Service Desk Team

            Neil Ennis added a comment -

            In my current workflow I add my supervisor as a participant, which allows him to receive email correspondence for that issue.

            Because of this problem he receives an email linking to Service Desk Instead of Jira. This becomes a problem when I make an internal comment, as service desk does not allow him to respond to that as internal.

            The alternative is to add him as a watcher, but the interface for that is quite lacking compared to adding participants.

            Neil Ennis added a comment - In my current workflow I add my supervisor as a participant, which allows him to receive email correspondence for that issue. Because of this problem he receives an email linking to Service Desk Instead of Jira. This becomes a problem when I make an internal comment, as service desk does not allow him to respond to that as internal. The alternative is to add him as a watcher, but the interface for that is quite lacking compared to adding participants.

              bornatowski Bartosz Ornatowski
              mhunter Matthew Hunter
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