Agents (email recipients) are added as request participant and so dot no receive internal JIRA mail notifications anymore

Description

Hi,
we need your help regarding an issue we are facing with the request participant handling: Our service desk is public and users are allowed to add participants. We are using JETI for import of mails and so far, everything is working fine... except one problem: We realized that some of our internal assignee do not receive mail notifications after another JIRA user comments to the ticket (that caused serious trouble here...). This seems to be caused due to the fact that JETI adds *every *recipient of an incoming mail as a request participant, doesn't matter if the recipient is a customer or an agent. Due to the fact that JIRA treats every participant as a "customer" for this issue, the agents listed in the participants field do not get internal mail notifications.

Are we doing anything wrong here? is the help description wrong?: if Request Participants are enabled, Email this issue will add email recipients who are customers to the issue as Request Participants https://www.meta-inf.hu/display/PLUG/Service+Desk+Integration

Following info from JIRA Service Desk help: Agents acting as a reporter, participant or approver on these issues are always treated as a customer, regardless of the settings in their project's JIRA notification scheme.

Anyway, i think it would be the correct behavior to not add non customers as request participants.

I appreciate your feedback

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Tibor Hegyi
September 28, 2016, 6:17 PM

Hi Stephan,

To put it short: you are right. JETI adds all recipients ot participants. And this is not correct. We will change this, but it will take some time.

Until we fix this, you may apply a workaround.

JETI mail handler has an attribute: "Email address exclusion". Email addresses listed here will not be added as participants.
It may serve as a quick help for you.

As far as I understand your description, you use Service Desk notifications and not JETI event notifications.
I recommend you add JETI notifications for Issue Commented sending emails to agents when someone enters a comment. In contrast to JSD, JETI does not consider agents as customers when they are in Request Participants.

TIbor

Stephan Gramlich
September 29, 2016, 6:32 AM

Hello TIbor,
Thank you for the quick feedback. I will try the workaround!

Tibor Hegyi
October 3, 2016, 11:32 AM

please reopen if needed

Done

Assignee

Tibor Hegyi

Reporter

Stephan Gramlich

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