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  1. Jira Service Management Data Center
  2. JSDSERVER-3404

An agent will not receive notifications on internal comments when being both a watcher and a request participant

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    • Icon: Bug Bug
    • Resolution: Answered
    • Icon: Low Low
    • None
    • 2.5.9, 3.0.10
    • Email - Outgoing

      Summary

      When an Agent has been added as both a request participant as well as a watcher to a support request, it will not receive any notifications when internal comments are being added to that comment

      Steps to Reproduce

      1. Create a Service Desk
      2. Add 2 Agents to the Service Desk, Agent A and Agent B
      3. Add a customer account to the Service Desk
      4. Create a support request as the Customer
      5. Add both Agent A and Agent B as watchers to the request
      6. Add Agent B as request participant
      7. Add an internal comment as Agent A

      Expected Results

      Agent B receives a notification of the internal comment being added.

      Actual Results

      Agent B does not receive any notifications.

      Workaround

      Refrain from adding Agents as request participant. Though there might be edge use cases that would require this to happen, it prevents notifications from being sent.

              Unassigned Unassigned
              mnassette MJ (Inactive)
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                Created:
                Updated:
                Resolved: