Uploaded image for project: 'Jira Service Management Data Center'
  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

XMLWordPrintable

    • 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.

            [JSDSERVER-3404] An agent will not receive notifications on internal comments when being both a watcher and a request participant

            Julien Rey made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 465639 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304476 ] New: JAC Bug Workflow v3 [ 3125935 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]

            Steve Dwire added a comment -

            > If you are a customer on a service desk you want to have the experience as a customer.

            Wouldn't adding a user as a "watcher" be a clear indication that they no longer want the default limited customer experience and instead want notifications that would typically go to watchers?

            Steve Dwire added a comment - > If you are a customer on a service desk you want to have the experience as a customer. Wouldn't adding a user as a "watcher" be a clear indication that they no longer want the default limited customer experience and instead want notifications that would typically go to watchers?
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058609 ] New: JSD Bug Workflow v5 - TEMP [ 2304476 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056172 ] New: JSD Bug Workflow v5 [ 2058609 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955637 ] New: JSD Bug Workflow v5 - TEMP [ 2056172 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1614787 ] New: JSD Bug Workflow v5 [ 1955637 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels New: affects-server
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v2 [ 1602074 ] New: JSD Bug Workflow v4 [ 1614787 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow [ 1398271 ] New: JSD Bug Workflow v2 [ 1602074 ]

              Unassigned Unassigned
              mnassette MJ (Inactive)
              Affected customers:
              1 This affects my team
              Watchers:
              6 Start watching this issue

                Created:
                Updated:
                Resolved: