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Bug
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Resolution: Fixed
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Medium
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3.11.4, 4.5.1
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34
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Severity 3 - Minor
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9
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Issue Summary
As soon as a user is added to an issue as an approver, that user is treated as a customer for the purposes of notifications, even if they're an agent. Unless they then remove themselves after approving a given issue, they'll miss out on receiving any subsequent internal notifications.
Steps to Reproduce
- Create an issue that has an approval process.
- Add a user that is an Agent as an approver.
- Get the issue to the approval step.
Expected Results
The user receives the approval notifications, and also the agent notifications.
Actual Results
The user is being considered a customer and only receives customer notifications.
Workarounds
- Enable Service Desk to send both Jira and Customer notifications when the user is an agent. This can be done by going to Jira Administration > Applications, option Configuration, scroll down and change the Notification setting to "Yes, send customers both Jira Service Desk and Jira Notifications"
- Have the approvers remove themselves from the Approvers list.
Original description:
As soon as a user is added to an issue as an approver, that user is treated as a customer for the purposes of notifications, even if they're an agent. Unless they then remove themselves after approving a given issue, they'll miss out on receiving any subsequent internal notifications.
The use case here is when a customer is set as an approver and merely replies via email saying "This is approved" but doesn't visit the portal to actually click the Approve button. The agent can add herself to the Approvers field and manually approve it to transition the issue through the workflow.
- is related to
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- Closed
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- Closed
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- relates to
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JSDCLOUD-4207 Approvers should not be always treated as customers
- Closed
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- Gathering Interest
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JSDA-888 Failed to load
- is cloned by
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JSMDC-3506 Loading...
- mentioned in
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| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-4207] Approvers should not be always treated as customers
If this becomes yet another Atlassian Graveyard undead request, living 10+ years withought the 1-2hrs of fix time it probably requires, our workaround is to use filters and subscriptions set by inviduals. Our filter is simply something like: project = ITSD AND Approvals = myPending()
Vicki Lea Tsang
added a comment - Another impact of this treatment (extends to people who have been added as participants) is that any SLA that is tied to the agent adding a comment to the ticket will fail, as the SLA will see this agents response as being a customer response, not a response to the customer! We have lots of SLA "failures" as the customer shared the issue with the agent and the SLA timer did not stop when the agent left a response.
Vicki Lea Tsang
added a comment - Another impact of this treatment (extends to people who have been added as participants) is that any SLA that is tied to the agent adding a comment to the ticket will fail, as the SLA will see this agents response as being a customer response, not a response to the customer! We have lots of SLA "failures" as the customer shared the issue with the agent and the SLA timer did not stop when the agent left a response. This is a pretty serious issue for our workflow. Approvers should still be able to be notified of changes to the ticket. Specifically it is necessary to be able to remind the approvers that the issue is waiting on their approval.
In the linked issue:
Thanks for raising this issue. This is working as expected but the experience could be improved There is a ticket already describing this problem and I recommend that you watch it for updates: JSD-4207 Thanks, JIRA Service Desk Team
I'm not sure how that can be the expected workflow for this function
Very much looking forward to seeing this resolved, we have a number of workflows where the approver is usually an agent, and having duplicate customer+agent notifications does not work well for this
This is a major issue for us as well. Our current solution is to implement a different approval process. It's very disappointing.
Vicki Lea Tsang
added a comment - One of our senior agents is also the final approver for issues. We cannot have a situation where the agent approver is not receiving notifications on the ticket. This seems more like a bug than a suggestion.
Vicki Lea Tsang
added a comment - One of our senior agents is also the final approver for issues. We cannot have a situation where the agent approver is not receiving notifications on the ticket. This seems more like a bug than a suggestion. Big issue for us also. I fully agree with @Björn Gullanders comment:
Since most organisations that I know of, use both internal users (agents) and customers as approvers this behaviour is not acceptable. The whole approval functionality can not be used as we cannot trust that agents get their notifications.
An agent is an agent, a customer is a customer and an approver might be any of them.
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 behaviour starting from version 4.7.0 to prioritise Agent role when the Agent also acts as a Customer Organization member or the Approver for the purposes of SLA events and Automation. Request Participants and Reporters will remain to be treated as customers primarily.
The notification part of the issue mentioned here has been addressed by releasing a more detailed Knowledge Base article: https://confluence.atlassian.com/jirakb/enabling-notifications-for-agents-acting-as-customers-987144325.html
Thank you,
The Jira Service Desk Team