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  1. Jira Service Management Data Center
  2. JSDSERVER-6313

User receive both the Jira mention notification and the customer notifications when acting as both customer and agent in a request

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      Problem

      When a user is acting as both a customer and an agent in a Service Management request, this user will receive both a customer notification and a Jira notification if this user is mentioned in a public comment, and even if the setting Should customers receive Jira notifications? is set to No, only send Jira Service Desk notifications to customers (recommended) in ⚙ > Applications > Jira Service Desk > Configuration

      Steps to Reproduce

      1. Go to ⚙ > Applications > Jira Service Desk > Configuration and set Should customers receive Jira notifications? to No, only send Jira Service Desk notifications to customers (recommended)
        • According to the definition of this setting, users who are treated as customer should only receive customer notifications (and not the Jira notifications)
      2. Create a Service Management project
      3. Create a Service Management request in that project
      4. Grant User A with the Browse Project permission to the project
      5. Add User A in the Request Participant and Watcher fields
      6. Get User B to mention User A in the comment field and make the comment public by using the button Share with customer

      Expected Result

      User A should only get the customer notification and should not get the Jira "mention" notification.

      Actual Result

      User A received both:

      • the Customer Notifications:
      • and the Jira notification regarding the mention:

      Note

      • The Jira mention notification is sent regardless if the Jira Batched Notifications are enabled or not in the page ⚙ > System > Batching Email Notifications
      • If a public comment is added to the request without mentioning User A, then this user will only receive the customer notification related to this comment (which is expected)

              Unassigned Unassigned
              acardino Anna Cardino (Inactive)
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                Created:
                Updated:
                Resolved: