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  1. Jira Service Management Data Center
  2. JSDSERVER-3460

Prevention or Warning message when Agent tries to add Internal Users as Request Participants

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
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    • Customer Portal
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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.

      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.

            [JSDSERVER-3460] Prevention or Warning message when Agent tries to add Internal Users as Request Participants

            Steven P added a comment - - edited

            Internal Notifications and Customer notifications were made separate schemes.  They should be possible to subscribe to separately without impacting the other. 

            "Watcher" for internal notifications and "Request Participants" for Customer notifications.

             

            And it would be handy to have a checkbox on the customer notifications screen to say "Do not send customer notification if receiver is getting the Agent notification for this event" to prevent duplicate notifications from the same event unless teams want that (maybe they setup something that sends different information to customers than agents for the same event).

            Steven P added a comment - - edited Internal Notifications and Customer notifications were made separate schemes.  They should be possible to subscribe to separately without impacting the other.  "Watcher" for internal notifications and "Request Participants" for Customer notifications.   And it would be handy to have a checkbox on the customer notifications screen to say "Do not send customer notification if receiver is getting the Agent notification for this event" to prevent duplicate notifications from the same event unless teams want that (maybe they setup something that sends different information to customers than agents for the same event).

            Berthold Ladurner added a comment -

            Other workaround:

            Add Internal Users as Watcher, not as Request Participants.

            Berthold Ladurner added a comment - Other workaround: Add Internal Users as Watcher, not as Request Participants.

              Unassigned Unassigned
              jrahmadiputra Julian (Inactive)
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                Created:
                Updated: