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Bug
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Resolution: Duplicate
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Low
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None
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3.15.0, 4.0.0
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6
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Severity 3 - Minor
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0
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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
- 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)
- Create a Service Management project
- Create a Service Management request in that project
- Grant User A with the Browse Project permission to the project
- Add User A in the Request Participant and Watcher fields
- 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:
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)
- duplicates
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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
- Closed