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  1. Jira Service Management Data Center
  2. JSDSERVER-5673

Adding a participant to an issue without Request type generates SD notification

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      Issue Summary
      • A participant added to an issue without Request type generates SD notification. Normally, when the request type is missing from an issue in a Service Deks project, no Customer (SD) notifications are sent but, for some reason, adding a participant to the issue will trigger a Customer notification.
      Steps to Reproduce
      1. Create an Issue in a service Desk project, from within Jira (not Customer Portal), and do not set any Request Type.
      2. Add a participant to the issue created.
      Expected Behavior
      • If there is no request type set in the issue, no Customer Notifications are triggered.
      Actual Behavior
      • If there is no request type set in the issue, adding a user to the Participants field will trigger customer notifications for this event.
      Cause
      • Unknown.
      Workaround
      • Do not create issues using the Create button. You can also remove the Service Desk agents from the Create issues permission in the Permission scheme of the project, to force them to create issues from the Customer Portal.
      • Follow the KB Automatically set Customer Request Type When Issue is Created via JIRA to configure Jira to automatically set the request type when missed.
      Notes:
      • This behavior can only be provoked from within Jira by Agents as Customers do not see the requests from the customer portal when the issue does not have a request type and once the request type has been set, it cannot be removed.
      • This notification leads to other issues, like the one registered in the bug ticket JSDSERVER-4378 JSD not setting requestURL on email notification when request type is empty and the View request link not working:

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            [JSDSERVER-5673] Adding a participant to an issue without Request type generates SD notification

            Ishwinder Kaur added a comment -
            Atlassian Update - 03 March 2025

            Hi,

            At Atlassian, our goal is to ensure we’re providing the best experience for our customers. With our new Data Center strategy, Atlassian's focus is on security, compliance, and performance and is a key driver in prioritizing bugs. Closing the bugs that do not fall into those categories will allow us to focus on the ones in the most current versions of our products.

            This bug is being closed due to a lack of engagement in the last four years, including no new watchers, votes, or comments; this inactivity suggests a low impact.

            We appreciate your time in submitting bugs to our product team and encourage you to continue doing so. Many features and functions in our products come from valued customers such as yourself. You can read more about our bug fix policy here and how we prioritize bugs.

            To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and dashboards containing recently resolved issues, current work, and future plans.

            Kind regards,
            Jira Service Management Data Center

            Ishwinder Kaur added a comment - Atlassian Update - 03 March 2025 Hi, At Atlassian, our goal is to ensure we’re providing the best experience for our customers. With our new Data Center strategy, Atlassian's focus is on security, compliance, and performance and is a key driver in prioritizing bugs. Closing the bugs that do not fall into those categories will allow us to focus on the ones in the most current versions of our products. This bug is being closed due to a lack of engagement in the last four years, including no new watchers, votes, or comments; this inactivity suggests a low impact. We appreciate your time in submitting bugs to our product team and encourage you to continue doing so. Many features and functions in our products come from valued customers such as yourself. You can read more about our bug fix policy here and how we prioritize bugs. To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and dashboards containing recently resolved issues , current work, and future plans . Kind regards, Jira Service Management Data Center

              Unassigned Unassigned
              rchiquete Rene C. [Atlassian Support]
              Affected customers:
              5 This affects my team
              Watchers:
              8 Start watching this issue

                Created:
                Updated:
                Resolved: