Hi 42eff207ccdf,

I'm not sure why you would be seeing that behaviour - receiving notifications for mentions only. If you haven't already, check out https://confluence.atlassian.com/jirakb/enabling-notifications-for-agents-acting-as-customers-987144325.html which might help clarify how it's meant to work. If not, I'd recommend contacting support since it might be a configuration issue specific to your instance.

Cheers,

Oliver Wessels

Oli,

In our case, agent1 is the assignee of that request as well as the watcher and when agent2 added a comment as INTERNAL without the tagging (used @) agent1, then agent1 does not receive the notification.

But when agent2 tags agent1 in the comment then agent1 receives the notification. 

Note: As agent1 is the part of the watcher and assignee of the request, irrespective of tagging in a comment, agent1 should get notified but it's not happening.

Can you please clarify a little bit how to overcome this?

Thanks

Hi kchen96,

It is now possible to disable the (instance-level) notification blocking (JSD Server 3.3+):

1. Go to global administration for JSD - Administration > Jira Service Desk > Configuration, which should be at "<your-instance>/secure/admin/SDConfiguration.jspa"
2. Under Should customers receive Jira notifications?, select "Yes" - this turns off the blocking functionality.

However, this means it is now possible that a user will receive a notification from Jira and JSD at the same time.

If team members are using Jira internally, I would recommend not adding them as request participants and instead using the Jira notification scheme. The Jira notification scheme is more flexible in terms of allowing you to configure groups or members of a field as notification recipients.

Hope this is helpful / gives you some ideas to play with .

Hi Oliver,

Checking-in to see if there's any update to this. 

While I understand the current definition of the "customer" persona (i.e., if a user is the reporter or a participant of a request), there is certainly limitations to this (such as when this is used internally). 

For example, as a PM within the organization, we would create Jira boards for specific projects and set up all the relevant tickets, which would allow us to manage the projects. However, with the current settings, when the team has updated specific tickets in the Jira Board, I would not have visibility to them even if I have selected myself as a "watcher". This makes it very challenging to manage the project effectively. 

If there could be some sort of function that would allow us to differentiate whether a reporter (user) is an "internal employee" within the organization, or someone external (i.e., client), that would really streamline all communication. 

Thank you for your help in advance. 

Hi,

This is working as desired - if a user is the reporter or a participant of a request, then we consider them to be playing the "customer" persona for that particular request. Therefore, they only receive the "customer" notifications and are blocked from receiving any internal JIRA notifications - this avoids confusion / noisiness around sending 2 sets of notifications.
It is best not to add agents as participants if you want to keep them in the loop for internal activity (agents can still view requests on the portal without being a participant).

Kind Regards,
Oliver Wessels
JIRA Service Desk Engineer