JETI: comments are send to customers when internal comment added

Description

Hello,

I have a problem.

When an internal comment is added to an issue, the customer (with customer-account) who is set in watcher-field gets a notification. That is bad!
An external user (no account) whose mail-address is stored in custom field dont get a notification at an internal comment. That is ok.

Can you please help me so that the customer (with account) doesnt get anymore notification for internal comments?

Best Regards
THorsten

Environment

JIRA Service Desk 7.0.18

Preliminary Test Cases

None

Activity

Show:
Tibor Hegyi
August 5, 2016, 7:19 AM

Hi Thorsten,
The symptoms you mentioned (customers in Watchers receive internal comment notifications) make me think that the customer accounts are incorrectly configured in your JIRA and are considered as users not as customers. This has the consequences that you mentioned and also the customer accounts will take JIRA license seats instead of being free.
I recommend you revise the following:

  • your real customers (who are externals, and expected to be not a real JIRA users), should not be in groups and project roles that have permissions assigned to them.

  • your real customers (who are externals, and expected to be not a real JIRA users), should not be in groups that gives them access to JIRA Service Desk application, JIRA Software Application or JIRA Core Application, see settings in the Administration / Applicaitons / Application Access page.

  • the only permission in your Permission Scheme for customers should be "Service Desk Customer - Portal Access"


Please check your configuration and let me know if this helps or not.
Regards,
Tibor

PS: I might have answered you already in the support ticket you created via email. It was also a Thorsten

JesT
August 5, 2016, 9:08 AM

Hi Tibor,

Thank you very much!
The Problem was a custom customer-project-role to that were several permissions assigned.

Best Regards
Thorsten

Tibor Hegyi
August 5, 2016, 12:31 PM

Super, thank you

Done

Assignee

Tibor Hegyi

Reporter

JesT

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Priority

Blocker