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  1. Jira Service Management Data Center
  2. JSDSERVER-8681

Mentioning users behaves differently between Jira and JSM

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      Issue Summary

      Mentioning customers (Request Participants) behaves differently if we add the comment through Jira's view issue screen or JSM's request page.

      If we mention the user on Jira's screen, the "Mentioned" notification is not sent.
      If we mention the user on JSM's screen, the "Mentioned" notification is sent.

      Note: Mentioned notification refers to Jira's URLs so customer may be directed to a screen stating issue does not exist if the customer has Jira access but no access to that specific project.

      Steps to Reproduce

      1. Add customer as Request Participant
      2. Mention user (@username) on a comment through both screens

      Expected Results

      User should either receive the notification both times or not receive any of them.

      Actual Results

      User receives notification only if sent from JSM screen

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available

            [JSDSERVER-8681] Mentioning users behaves differently between Jira and JSM

            No work has yet been logged on this issue.

              26dfe8128d58 Anh Nguyen
              malmeida Marcus Silveira
              Affected customers:
              1 This affects my team
              Watchers:
              5 Start watching this issue

                Created:
                Updated:
                Resolved: