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Suggestion
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Resolution: Fixed
NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Summary
If a collaborator is the reporter on an issue and an internal comment is added to the issue, the reporter/collaborator will not receive the email notification.
Steps to Reproduce
- Open an issue with an user that is also a collaborator or agent in the project.
- Add an internal comment with another user.
Expected Results
The reporter should receive the notification as they are a collaborator/agent as well.
Actual Results
- The reporter doesn't receive any notifications about internal comments, even if the user is also the assignee.
- No actions triggered by the reporter are sent (any comments or transition done by the user in the agent side sends notification for the reporter).
Notes
If the reporter is changed, the old reporter will receive the notifications if set as watcher.
Considering the following scenario:
- Two users: user1, user2
- Both users are agents
This is the current behavior:
| Assignee | Reporter | Commenter | Internal Comment | Notification | Expected? | Why? |
|---|---|---|---|---|---|---|
| any | user1 | user1 |  |
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According to the latest Managing service desk notifications docs: the customer should always receive notification when a comment is added to the request. |
| user1 | user1 | user1 |  |
|
 |
They should receive the notification as per the same reason as above |
| user1 | user1 | user2 | |
|
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| user1 | user1 | user2 | |
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User is considered as "customer" only and therefore doesn't receive notification for internal comment, even though he is also the agent. |
| user1 | user2 | user2 | |
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- is related to
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- Closed
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- Gathering Interest
- relates to
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- Closed
![[Extranet] Page](/images/icons/generic_link_16.png "[Extranet] Page"){kind=icon}
(1 mentioned in)
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-2309] When a reporter is also a collaborator, he/she should get both customer notifications and internal comments' notifications.
| Workflow | Original: JAC Suggestion Workflow [ 3011642 ] | New: JAC Suggestion Workflow 3 [ 3649132 ] |
| Status | Original: RESOLVED [ 5 ] | New: Closed [ 6 ] |
| Workflow | Original: Confluence Workflow - Public Facing v4 [ 2665923 ] | New: JAC Suggestion Workflow [ 3011642 ] |
| Workflow | Original: JSD Suggestion Workflow - TEMP [ 2323728 ] | New: Confluence Workflow - Public Facing v4 [ 2665923 ] |
| Status | Original: Closed [ 6 ] | New: Resolved [ 5 ] |
| Workflow | Original: JSD Suggestion Workflow [ 2052424 ] | New: JSD Suggestion Workflow - TEMP [ 2323728 ] |
| Workflow | Original: JSD Suggestion Workflow - TEMP [ 2047512 ] | New: JSD Suggestion Workflow [ 2052424 ] |
| Workflow | Original: JSD Suggestion Workflow [ 1280443 ] | New: JSD Suggestion Workflow - TEMP [ 2047512 ] |
| Description |
Original:
h3. Summary
If a collaborator is the reporter on an issue and an internal comment is added to the issue, the reporter/collaborator will not receive the email notification. h3. Steps to Reproduce # Open an issue with an user that is also a collaborator or agent in the project. # Add an internal comment with another user. h3. Expected Results The reporter should receive the notification as they are a collaborator/agent as well. h3. Actual Results * The reporter doesn't receive any notifications about internal comments, even if the user is also the assignee. * No actions triggered by the reporter are sent (any comments or transition done by the user in the agent side sends notification for the reporter). h3. Notes If the reporter is changed, the old reporter will receive the notifications if set as watcher. Considering the following scenario: * Two users: user1, user2 * Both users are agents This is the current behavior: ||Assignee||Reporter|| Commenter || Internal Comment||Notification||Expected?|| Why? || | any | user1 | user1 | (x) | (x) | (x) | According to the latest [Managing service desk notifications|https://confluence.atlassian.com/display/SERVICEDESK/Managing+service+desk+notifications] docs: the customer should always receive notification when _a comment is added to the request_. | | user1 | user1 | user1 | (/) | (x) | (?) | They should receive the notification as per the same reason as above | | user1 | user1 | user2 | (x) | (/) | (/) | | | user1 | user1 | user2 | (/) | (x) | (x) | User is considered as "customer" only and therefore doesn't receive notification for internal comment, even though he is also the agent. | | user1 | user2 | user2 | (/) | (/) | (/) | | |
New:
{panel:bgColor=#e7f4fa} *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-2309]. {panel} h3. Summary If a collaborator is the reporter on an issue and an internal comment is added to the issue, the reporter/collaborator will not receive the email notification. h3. Steps to Reproduce # Open an issue with an user that is also a collaborator or agent in the project. # Add an internal comment with another user. h3. Expected Results The reporter should receive the notification as they are a collaborator/agent as well. h3. Actual Results * The reporter doesn't receive any notifications about internal comments, even if the user is also the assignee. * No actions triggered by the reporter are sent (any comments or transition done by the user in the agent side sends notification for the reporter). h3. Notes If the reporter is changed, the old reporter will receive the notifications if set as watcher. Considering the following scenario: * Two users: user1, user2 * Both users are agents This is the current behavior: ||Assignee||Reporter|| Commenter || Internal Comment||Notification||Expected?|| Why? || | any | user1 | user1 | (x) | (x) | (x) | According to the latest [Managing service desk notifications|https://confluence.atlassian.com/display/SERVICEDESK/Managing+service+desk+notifications] docs: the customer should always receive notification when _a comment is added to the request_. | | user1 | user1 | user1 | (/) | (x) | (?) | They should receive the notification as per the same reason as above | | user1 | user1 | user2 | (x) | (/) | (/) | | | user1 | user1 | user2 | (/) | (x) | (x) | User is considered as "customer" only and therefore doesn't receive notification for internal comment, even though he is also the agent. | | user1 | user2 | user2 | (/) | (/) | (/) | | |
| Link |
New:
This issue relates to |
| Labels | New: affects-cloud |
We are running JIRA 7.3.4 and SD 3.4.1
If a SD agent creates an issue that has a SD Request Type and leaves themselves as the reporter, they are not notified when other agents make internal comments on the ticket.