Service Management Agents do not receive internal notifications

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

Problem

Jira Service Management agents do not receive notifications of internal comments, even when @mentioned on the issue.

Diagnosis

Any of the conditions below is true.

  • The agent is the issue reporter.

  • The agent is a request participant on the ticket.

  • The agent is a member of the organization which the ticket is shared with.

  • The agent is an approver of the request.

Cause

Jira Service Management Notifications are sent based on two different schemes, which is defined by the scope of the user. If the agent fits one of the conditions above, they'll be included in the scope of a "customer" of the request. Since customers are not notified about internal Jira events, the agent will not receive an email notification.

There are two feature requests to have the above scenarios changed:

Resolution

According to the best practices of Service Management, agents should be added as watchers of issues, instead of request participants. Additionally, organizations should be reserved for Service Management customers.

In cases where it is necessary to have agents included in customer organizations, then you might want to set Service Management to also send Jira notifications to Customers.

  1. On the left panel, click on Jira settings  > ProductsService Management - Configuration.
  2. Find Notifications and set Should customers receive Jira notifications? to Yes, send customers both Jira Service Management and Jira notifications.

Please note while this doesn't affect portal only customers, changing the setting above will cause Jira Service Management to send duplicate notifications to agents about tickets they participate.

Last modified on Nov 9, 2020

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