Issue description

According to the name of the setting "Yes, send customers both JIRA Service Desk and JIRA notifications" from JIRA Admin > Applications > Service Desk > Configuration, by enabling this setting, customers should be able to:

• receive customer notifications (as configured in Project Settings > Customer notifications)
• receive JIRA notifications (as configured in the notification scheme in Project Settings > Notfications)

However, it does not look like this is the way this setting was designed, as I was not able to send both the JIRA and Customer notifications to any customer within my Service Desk project.

The only way I was able to send a customer both notifications was by adding the "Service Desk Team" role to this customer. This behavior seems to be contradictory with the name of the setting itself.

Steps to reproduce

Test 1

1. Go to JIRA Admin > Applications > Service Desk > Configuration, and enable "Yes, send customers both JIRA Service Desk and JIRA notifications"
2. In a Service Desk project, create a new customer from the "Customers" page
3. Note that this user doesn't have any license (therefore no application access)
4. Raise a request on behalf of this customer from the customer portal
5. Resolve this issue by logging in as an Agent

Test 2

1. Go to JIRA Admin > Applications > Service Desk > Configuration, and enable "Yes, send customers both JIRA Service Desk and JIRA notifications"
2. In a Service Desk project, create a new customer from the "Customers" page
3. Note that this user doesn't have any license (therefore no application access)
4. Add the Service Desk Team role to this customer in Project Settings > Users and roles
5. Raise a request on behalf of this customer from the customer portal
6. Resolve this issue by logging in as an Agent

Expected Result

Test 1:

The customer should receive both the Customer AND JIRA notification for the Issue Resolved event.

Test 2:

The customer should receive both the Customer AND JIRA notification for the Issue Resolved event.

Actual Result

Test 1:

The customer only received the the Customer notification for the Issue Resolved event.

Test 2:

The customer received both the Customer AND JIRA notification for the Issue Resolved event.

Suggestions for this issue

• If the behavior is incorrect, we should fix it to match the name of the setting
• If the behavior is as designed, then we should rename this setting and add some documentation about it so explain what the expected behavior, because the current definition is confusing and misleading