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!

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

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

I agree with Angelika. This is definitely something counterintuitive and therefore a bug in my opinion.

When a person is both watcher and request participant (JSDSERVER-3404) the only thing he wants is getting notifications. I don't understand why Jira does the opposite.

In my opinion this is a bug. When our agent is the reporter and watcher he gets no notification of new comments. So he is not kept up to date about that issue. This leads to unnecessary delays and misunderstandings.

This is a very upsetting limititation: basically, it implies, that the agent cannot be a reporter of an issue, which is absurd: this is a common, the most basic workflow, that the people who register an issue, might also work on them - first line of support, 

Of course that's a common scenario.

The workaround that is often suggested -

allow customers to recieve both Jira SD and Jira notification  -  it's a bad choice, it results in user recieving double notifications which is almost as bad as no notifications at all.

Can't be implemented then.

I can't believe that the issue 's been there for three years now, and nothing has been done, and the staus is still gathering interest.

+1

+1

+1 For months we've been wondering why people sometimes get notifications, and other times not - looking into everything from SMTP server problems to scouring log files.  I echo comments made by Latoria, Kimberley and Dennis 

This is such a subtle nuance of functionality interpretation, that long-term users of Jira (and their Jira Administrators) will simply not expect such a rule to be applied... you would expect a mature "Application" on the Jira platform, produced by Atlassian, at version 4, to be better integrated with the "way Jira works".

+1. This bit us today. Ouch.