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Bug
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Resolution: Fixed
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Medium
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3.16.0, 5.4.20
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None
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15
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Severity 3 - Minor
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4
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Issue description
When a Jira user is added as participant of a Service Desk request, this user should be treated as a customer and therefore should not be able to receive any Jira Core notification (notifications configured in the Notification Scheme, and meant for agent users).
This behavior:
- is described in the documentation Managing service desk notifications
- is addressed in the feature request JSDSERVER-6248
There are 2 scenarios where the notification mechanism is not consistent:
- Scenario 1: if a user is a participant of a Service Desk request and mentioned in an internal comment, this user won't receive a JIRA Core notification from this comment (expected behavior)
- Scenario 2: if a user is both a participant and a watcher of the ticket and mentioned in an internal comment, then this user will receive a Jira Core notification from this comment (unexpected behavior)
The inconsistency between these 2 scenarios does not seem to be intentional therefore is a bug.
Expected behavior
We would expected both scenarios to lead to the same result: in both cases, the user should not receive any notification from an internal comment, since this user should be treated as a customer.
Therefore, the scenario 1 is correct (based on the design), but not the scenario 2.
- causes
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- Closed
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- is duplicated by
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- Closed
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- is related to
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JSDSERVER-3410 Send notifications to Service Desk Agents for updates on issues where they are also a request participant, reporter or member of the organization
- Closed
- relates to
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- Gathering Interest
| Form Name | |||||||||||
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[JSDSERVER-6269] Inconsistency with how Jira notifications are sent to users treated as Customers when they are mentioned in a ticket
Hello,
I met an issue that when I (an agent) mentioned @ the customer in a comment, the customer receive two notification:
- notification from Service Desk portal that I have commented >>> this is expected
- notification from Jira that I mentioned them even though they do not have any Jira account (just Service Desk account) >>> this is not expected as they should not receive this notification
I think the issue is similiar as above and should be addressed soon.
there is also Scenario 3
- Scenario 3: if a user is a reporter of the ticket and mentioned in a comment, then this user will receive a Jira Core notification from this comment (unexpected behavior).
Hello Team,
I've found that this "bug" has been "fixed" in JSM 5.17.0.
This is a huge problem for us, because we were actively building on this possibility. We have more than 100 workflows and it is impossible to completly separate flows where our colleagues are acting as agents and customers are present or not. It is a common case that our colleagues are reporting tickets and until a certain status the workflow is moving in a "closed" environment and at some point we have to invite one or more customers. After that point our agents have to be able to communicate with the help of private comments, but due to the intended behaviour our reporter colleagues are not receiving notifications about comments/changes. It is crucial to get notifications in time because of our SLA-s.
Workarounds such as using customer-level users for reporting issues instead of our agent users are not applicable due to the fact that we have thousands of filters and hundreds of dashboards, rewriting/duplicating that amount of JQL-s is impossible.
It is also impossible to rewrite all our processes - we have more than 100 workflows as mentioned before - they have been designed to serve the needs of the company.
Please consider adding the possibility to switch between the two behaviours, or at least provide a workaround to be able to return to the way Jira worked and the way that has been deemed faulty.
Thanks,
Gyula