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Bug
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Resolution: Answered
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Medium
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None
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2.5.8
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Steps to reproduce:
- Create a Service Desk Request
- Make Agent1 to recieve issue commented notifications (make him a watcher, or smth that mathes your Notification Scheme)
- Collaborator or another Agent2 writes an internal comment -> Agent1 recieves notification
- Now add Agent1 to "Request Participiants"
- Collaborator or another Agent2 writes an internal comment again -> Agent1 does not recieve notification
- is related to
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JSDSERVER-3410 Send notifications to Service Desk Agents for updates on issues where they are also a request participant, reporter or member of the organization
- Closed
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JSDSERVER-3460 Prevention or Warning message when Agent tries to add Internal Users as Request Participants
- Gathering Interest
- relates to
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JSDCLOUD-2418 Agent does not recieve internal comments notifications if he's mentioned in Request Participiants
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- Closed
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JSDSERVER-3404 An agent will not receive notifications on internal comments when being both a watcher and a request participant
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- Closed
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[JSDSERVER-2418] Agent does not recieve internal comments notifications if he's mentioned in Request Participiants
Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2304734 ] | New: JAC Bug Workflow v3 [ 3125618 ] |
Status | Original: Done [ 10044 ] | New: Closed [ 6 ] |
Workflow | Original: JSD Bug Workflow v5 [ 2058674 ] | New: JSD Bug Workflow v5 - TEMP [ 2304734 ] |
Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2056597 ] | New: JSD Bug Workflow v5 [ 2058674 ] |
Workflow | Original: JSD Bug Workflow v5 [ 1956249 ] | New: JSD Bug Workflow v5 - TEMP [ 2056597 ] |
Workflow | Original: JSD Bug Workflow v4 [ 1615926 ] | New: JSD Bug Workflow v5 [ 1956249 ] |
Description |
Original:
Steps to reproduce:
# Create a Service Desk Request # Make Agent1 to recieve issue commented notifications (make him a watcher, or smth that mathes your Notification Scheme) # Collaborator or another Agent2 writes an internal comment -> Agent1 recieves notification (/) # Now add Agent1 to "Request Participiants" # Collaborator or another Agent2 writes an internal comment again -> Agent1 *does not* recieve notification (x) |
New:
{panel:bgColor=#e7f4fa} *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-2418]. {panel} Steps to reproduce: # Create a Service Desk Request # Make Agent1 to recieve issue commented notifications (make him a watcher, or smth that mathes your Notification Scheme) # Collaborator or another Agent2 writes an internal comment -> Agent1 recieves notification (/) # Now add Agent1 to "Request Participiants" # Collaborator or another Agent2 writes an internal comment again -> Agent1 *does not* recieve notification (x) |
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