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  1. Jira Service Management Data Center
  2. JSDSERVER-862

Unexpected notifications sent to customer/reporter

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      Scenario

      According to Configuring JIRA Service Desk notifications, customer/reporter receive notifications for the following events:

      • when they raise a request through the Customer Portal
      • when their request is resolved
      • when another user comments on their request, and
      • when there is a change in the request's status

      It's also stated that "reporter is also prevented from becoming an auto watcher on the issue to prevent duplicate notifications".

      However, when a request is created, the reporter is actually added as a watcher. Another ticket has been created to reflect this: JSD-855.

      Apart from that, reporter also receives "extra" notifications when:

      • an agent assigns the request to himself
      • an agent logs work on the request
      • an agent adds a component to the request
      • an agent changes the due date of the request
        ... and probably more

      Steps to reproduce

      1. create a service desk project
      2. customer creates a request
      3. agent assigns the request to himself
      4. agent logs work on the request

      These notifications are observed in the customer's mailbox:

      Findings

      The content of the "extra" notifications turns out to be empty, and the message somehow says that the request has been resolved
      Manually removing the customer from the Watcher list does not stop these notifications
      The "extra" notification for worklog doesn't seem to be triggered all the time. After one or two comments with status change, there seems to be no more worklog notification sent to customer (the situation might vary)

        1. notification.png
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          Andy Nguyen

          Form Name

            [JSDSERVER-862] Unexpected notifications sent to customer/reporter

            Ed Zhang (Automation) added a comment - - edited

            The problems mentioned in this ticket are actually 3 different problems.

            Those problems are described in the following tickets:
            JSD-773 is the cause of the unexpected notifications when fields are changed. This has been fixed in 2.0.3
            JSD-956 describes the reporters name being used for every notification. This issue has been fixed and will be released soon.
            JSD-854 describes the email preview saying the issue is resolved. This issue has not yet been fixed.

            Please watch those issues instead of this one.

            Thanks

            Ed Zhang (Automation) added a comment - - edited The problems mentioned in this ticket are actually 3 different problems. Those problems are described in the following tickets: JSD-773 is the cause of the unexpected notifications when fields are changed. This has been fixed in 2.0.3 JSD-956 describes the reporters name being used for every notification. This issue has been fixed and will be released soon. JSD-854 describes the email preview saying the issue is resolved. This issue has not yet been fixed. Please watch those issues instead of this one. Thanks

            Karl André Dalby added a comment - - edited

            These unexpected notifications are a big problem for us. We get complaints from customers for spamming them with mail from service desk. We do not agree that this is a minor bug. As far as I can see this must be affecting all customers? Sending out notifications with no real content makes the customers not trusting the notifications and therefore not reading them.

            Karl André Dalby added a comment - - edited These unexpected notifications are a big problem for us. We get complaints from customers for spamming them with mail from service desk. We do not agree that this is a minor bug. As far as I can see this must be affecting all customers? Sending out notifications with no real content makes the customers not trusting the notifications and therefore not reading them.

              pgreig Paul Greig
              vdung Andy Nguyen (Inactive)
              Affected customers:
              7 This affects my team
              Watchers:
              13 Start watching this issue

                Created:
                Updated:
                Resolved: