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  1. Jira Service Management Data Center
  2. 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

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Currently if my service desk agent is on the watcher list and also added as a request participant (or is the reporter, or is part of the organization the issue is shared with), the agent will not receive any JIRA notification (such as internal comment notification). It will be great if the agent receives both the JIRA notifications and the JSD customer notification.

      It would be great if JIRA can allow a user to select they shall be treated as customer ID or agent ID for notification they want to receive.

            [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

            Conny Postma made changes -
            Remote Link Original: This issue links to "Page (Atlassian Documentation)" [ 467199 ]

            Gyula Puzder added a comment -

            Hey Everyone,

            Do you have any idea, how is it possible that somehow this worked for us until v5.13.1 and when upgraded to v5.17.2 the behaviour of sending notifications has changed. Didn't change the installed apps, didn't change any of the configuration, still, since the upgrade agents are not receiving notifications about internal comments/issue updates if they are the reporter of that issue.

            Do you have any knowledge about relevant changes, are there any changes somewhere between v5.13.1 and 5.17.2 that could break the internal notifications to agents as reporter?

            Thanks!

            Gyula Puzder added a comment - Hey Everyone, Do you have any idea, how is it possible that somehow this worked for us until v5.13.1 and when upgraded to v5.17.2 the behaviour of sending notifications has changed. Didn't change the installed apps, didn't change any of the configuration, still, since the upgrade agents are not receiving notifications about internal comments/issue updates if they are the reporter of that issue. Do you have any knowledge about relevant changes, are there any changes somewhere between v5.13.1 and 5.17.2 that could break the internal notifications to agents as reporter? Thanks!

            Nathanael Motz added a comment -

            The "solution" recommended in the article bornatowski linked to seems backward. How about just doing what the summary of this issue suggests?

            Nathanael Motz added a comment - The "solution" recommended in the article bornatowski linked to seems backward. How about just doing what the summary of this issue suggests?
            Bartosz Ornatowski made changes -
            Assignee New: Bartosz Ornatowski [ bornatowski ]
            Bartosz Ornatowski made changes -
            Link New: This issue relates to JSDSERVER-5697 [ JSDSERVER-5697 ]
            Bartosz Ornatowski made changes -
            Resolution New: Answered [ 9 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]

            Bartosz Ornatowski added a comment -

            Hi there,

            Thanks so much for your patience.

            We're sorry to hear you've been experiencing problems and have updated the Jira Service Desk documentation.

            You'll find the information you need here https://confluence.atlassian.com/jirakb/enabling-notifications-for-agents-acting-as-customers-987144325.html

            Thank you,

            The Jira Service Desk Team

            Bartosz Ornatowski added a comment - Hi there, Thanks so much for your patience. We're sorry to hear you've been experiencing problems and have updated the Jira Service Desk documentation. You'll find the information you need here https://confluence.atlassian.com/jirakb/enabling-notifications-for-agents-acting-as-customers-987144325.html Thank you, The Jira Service Desk Team
            SET Analytics Bot made changes -
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            SET Analytics Bot made changes -
            UIS Original: 158 New: 157
            SET Analytics Bot made changes -
            UIS Original: 180 New: 158

              bornatowski Bartosz Ornatowski
              vwong@atlassian.com vwong
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              117 Vote for this issue
              Watchers:
              100 Start watching this issue

                Created:
                Updated:
                Resolved: