Hi,

we are using 4.20.11 and it looks like this issue is still persistent.
One of my coll. is part of a Jira SD project as agent+customer -> receives no notifications.
For a different project he is only agent -> receives all notifications.

BRM

We are using v4.13.9 and its still happening for us. Anyone else?

We must perform additional tasks as part of our Jira admin practices to work around with this problem. 

1. We do not sync our internal employee Active Directory groups into the Service Desk organization that contains internal users. Instead, whenever a new user joins our organization, we manually add him/her to the organization. 
2. When we receive a request for a user to be a Service Desk agent, we grant them a Service Desk license, add them as an agent in the appropriate projects, and then make sure he/she is removed from the organization. 

This should be fixed. It's not just a bug. It's an oversight, an error in logic. 

Hi Atlassian Team,
Just because the agent is a customer of an organization, he does not get a notification if he is a watcher or assignee.
Notifications are a core element of Jira & JSD and becomes effectless just because we put these agents into an organization as customers, too. This is ridiculous.
We pay for users who are not able to share anything with the organization. We have to remove them from the organization to ensure that they are able to work again with the system.

Not even buying more licenses solves this problem. It can't be such a big deal to solve this problem. Please take this issue seriously and solve it.

Behavior tested under: (Server/DC)

Jira v8.4.2
JIRA Service Desk Application v4.4.2

Update (2019-11-21): We removed all agents from the organization/s. Fine for notifications but the "User Lookup" doesn't work anymore. Approvers cannot be set. Activating "Any customer or organization, by searching in this project" is no option due to security because each customer has then access to other contacts!

Please consider, in one instance agents are also customers in an organization for other JSD projects.

This impacts on agents notification's when a real customers add a public comment and SLA doesn't stop. 

This is a major issue for us because we include developers as collaborators on Service Desk issues (using the Developers role). So this issue doesn't only affect agents - it affects developers as well. I am now removing all of these 150 people by hand from the organization, which is very frustrating.

We think this bug is critical because notification scheme of Jira Core doesn't work completely.
Agents do NOT receive all events (Issue Created, Issue Updated and so on).

Please fix asap.

If Customer Permissions are set so that "Who can raise requests?" = "Customers who have an account on this JIRA site", then agents are automatically removed from the Customers list by Service Desk. This prevents the problems described above.

However, if you are using Organizations, and your agents are included in your organization (for example, your organization represent all internal staff), then Service Desk DOES NOT automatically remove agents from the customer list. In this case, agents appear to be treated as customers, or at least the waters are muddied. They do not receive notifications on comments by the reporter and their public comments do not stop the SLA timer.