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