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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 |  |
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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}
[JSDSERVER-2309] When a reporter is also a collaborator, he/she should get both customer notifications and internal comments' notifications.
OK, thank you. My upgrade to 3.3.0 is pending due to many incompatible add-ons for core 7.3.0
I'll test it as soon as I can install it
zerwes Yes, that was the behaviour prior to 3.3.0. With the recent release of JSD v3.3.0, this has been addressed.
Hosting: Server
JIRA Service Desk: 3.2.7
JIRA Software: 7.2.7
JIRA Service Desk notifications are currently: On
The problem is, when the reporter is member of the service-desk-agents, he will not be informed about internal comments, as soon as the issue has a SD request type. It seems that the the role as a reporter overrides his role as a service-desk-agent. It makes no difference if he is watching the issue or not.
On non-SD issues it is working as expected.
zerwes which version of JSD are you using? If you are on Cloud or Server 3.3.0+ have you checked the global configuration to ensure that customers get both SD and JIRA notifications?
Yes, there are some scenarios:
We have SD Notifications enabled!
On issues with a SD Request type (Channel: JIRA) where the Reporter is member of service-desk-agents (and other => Application access = JIRA SD + JIRA Software) the reporter gets no mails on internal comments.
I configured a work around using Script Runner -> Script Listeners, but that is, as mentioned, just a work around.
Since 3.3.0 Server and current Cloud, this can now be achieved by enabling the Notifications SD global configuration (<host>/secure/admin/SDConfiguration.jspa) to enable customers to receive both Service Desk and JIRA notifications.
It should be noted that customers will only receive JIRA notifications, if they have the correct permissions and access.
If there are any specific scenarios not handled by this change, I would recommend raising new tickets to track those issues.
Regards
Matt
JIRA Service Desk developer
it is really confusing and a bug causing some mistakes in the internal workflows ... pls fix this ...
Ivan Karpov
added a comment - I dont understand why it's not implemented as a basic feature, because it's a common problem for everyone.
Ivan Karpov
added a comment - I dont understand why it's not implemented as a basic feature, because it's a common problem for everyone. Ivan Karpov
added a comment - It's a disaster that this feature is not yet implemented.
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.