Summary

Agents treated as a customer even though they are not act as a customer when they belongs to organizations

Steps to Reproduce

1. Create a user "A", who has Jira Service Desk application access permission
2. Create a customer "B" to a project
3. Add the user A and B to a organizations in the project
4. Customer B create a new request and share with the organization in customer portal

Expected Results

The user A received notification email as an agent

Actual Results

The user A received notification email as a customer

Notes

• A comment left by user A doesn't stop the SLA timer
• Notification schemes setting does not apply to user A

Workaround

There is no workaround