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Suggestion
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Resolution: Unresolved
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None
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None
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0
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3
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Problem Definition:
Currently, if an Internal User or Agent are added as a "Request Participant" on a ticket, they will not retrieve any Internal Comment of that Request.
Suggested Solution:
As that behaviour is by design, it will be great if there is a feature that will prevent any Internal Users to be added as the "Request Participant" or a warning that mention that the user would not retrieve any internal comment notification.
Workaround:
Remove any Internal Users from the "Request Participant" field.
- relates to
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JSDSERVER-2418 Agent does not recieve internal comments notifications if he's mentioned in Request Participiants
- Closed
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JSDCLOUD-3460 Prevention or Warning message when Agent tries to add Internal Users as Request Participants
- Closed
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JSDSERVER-1873 Notification on Internal Comments to Collaborators added as Request Participant
- Closed
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JSDSERVER-2309 When a reporter is also a collaborator, he/she should get both customer notifications and internal comments' notifications.
- Closed
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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
- Closed
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JSDSERVER-5697 Allow JIRA Service Desk Admins to Decide When Agents should be Treated as Customers
- Gathering Interest