Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-5797

Agents treated as a customer when they belongs to organizations

XMLWordPrintable

      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

            [JSDSERVER-5797] Agents treated as a customer when they belongs to organizations

            Markus added a comment -

            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

            Markus added a comment - 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

            David Willson added a comment -

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

            David Willson added a comment - We are using v4.13.9 and its still happening for us. Anyone else?
            Niall O'Riordan made changes -
            Remote Link Original: This issue links to "Page (Confluence)" [ 491548 ]
            Niall O'Riordan made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 491548 ]
            Aliaksei Melnikau (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 491200 ]
            Aliaksei Melnikau (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 490974 ]
            Bartosz Ornatowski made changes -
            Link New: This issue relates to JSDSERVER-5697 [ JSDSERVER-5697 ]
            Elton Santos made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Waiting for Release [ 12075 ] New: Closed [ 6 ]
            Elton Santos made changes -
            Fix Version/s New: 4.7.0 [ 90597 ]
            Fix Version/s Original: 4.7.1 [ 91399 ]
            Elton Santos made changes -
            Labels Original: cqt non-warranty pm New: cqt in-4.7.0 non-warranty pm

              bornatowski Bartosz Ornatowski
              estorch Eric Storch (Inactive)
              Affected customers:
              37 This affects my team
              Watchers:
              42 Start watching this issue

                Created:
                Updated:
                Resolved: