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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.

          Form Name

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

            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?

            Marty (Inactive) added a comment - - edited

            Hi jacquesverryn,
            The default behaviour of Service Desk works in this case as intended and here is the reason why: If you are a customer on a service desk you want to have the experience as a customer. The behaviour should not be influenced by the fact that you are an agent as well or not. This is why we prioritise the fact that you are a request participant.
            If you interact as an agent you don’t have to be a request participant to work for a request.

            If you are the primary agent to work on the request please assign the request to you.
            If you help out another agent and want to be notified about any changes on the request please watch the request instead of adding yourself as a participant.

            If there is an open suggestion to change this behaviour - JSD-3410. If you would like to see where this suggestion goes in future please watch there.

            Thanks,
            Marty

            Marty (Inactive) added a comment - - edited Hi jacquesverryn , The default behaviour of Service Desk works in this case as intended and here is the reason why: If you are a customer on a service desk you want to have the experience as a customer. The behaviour should not be influenced by the fact that you are an agent as well or not. This is why we prioritise the fact that you are a request participant. If you interact as an agent you don’t have to be a request participant to work for a request. If you are the primary agent to work on the request please assign the request to you. If you help out another agent and want to be notified about any changes on the request please watch the request instead of adding yourself as a participant. If there is an open suggestion to change this behaviour - JSD-3410 . If you would like to see where this suggestion goes in future please watch there. Thanks, Marty

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

                Created:
                Updated:
                Resolved: