Automatically remove issue reporter from Watchers when moving issue

 

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

   

Summary

When an issue is moved from a Jira Software project or a Jira Service Management project where the reporter is a licensed user and was added as an issue Watcher, if their role in the Jira Service Management project the issue is moved to is the customer role, they will no longer receive notifications for issue updates.

Cause

This occurs because of how notifications on a Jira Service Management project work. When a user is setup as an agent on a project, if they are in a customer role (reporter or request participant on an issue for example), they will receive customer notifications, however if they are then added to the issue as an agent such as the assignee or a watcher, they will receive Jira internal notifications.

In this scenario, because they were set as a watcher another project, when the issue is moved to a project they are in a customer role, the system will detect that they are a watcher and thus try to send internal Jira notifications. However as the user is not acting in an agent capacity on that project, neither customer or internal notification will be sent.

The following article goes into further detail into what notifications are expected for users: What notifications do my customers and team receive?

Solution

Removing the user from the Watchers list should allow for customer notifications to continue to be sent. This can also be achieved using Automations using the Manage watchers action. The below example uses an Advanced conditional check to ensure that the reporter is a watcher on the issue. The smart values used are {{reporter}} and {{issue.watchers}}. The automation trigger should be Issue moved and this can be configured as needed for the source projects to act on.

The screenshot below is a very simple rule that can be used as a blueprint to configure further to meet your teams' needs by adding additional logging or conditions if it should be restricted to certain scenarios only:

Last modified on Aug 22, 2023

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