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)