Enabling notifications for agents acting as customers

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By default, agents and admins working on Service Management projects and occasionally acting as customers won’t receive any notifications about internal comments or changes unless these changes are publicly visible. This is confusing for some of our users, so we want to show you how to change that by using features already available in Jira.

List of issues mentioning problems with notifications

JSDSERVER-4207 - Getting issue details... STATUS

JSDSERVER-3410 - Getting issue details... STATUS

JSDSERVER-5697 - Getting issue details... STATUS

JSDSERVER-5123 - Getting issue details... STATUS

JSDSERVER-6004 - Getting issue details... STATUS

JSDSERVER-6269 - Getting issue details... STATUS

JSDSERVER-2115 - Getting issue details... STATUS

JSDSERVER-5238 - Getting issue details... STATUS

JSDSERVER-5602 - Getting issue details... STATUS

JSDSERVER-5307 - Getting issue details... STATUS

JSDSERVER-3460 - Getting issue details... STATUS

定義

In this article, we’ll be referring to two types of notifications, so here’s what they mean:

  • Jira notifications: General notifications shared between all Jira applications. These notifications are designed to keep team members informed about progress on particular tickets. They usually include notifications about issue updates (new information, comments, etc.) or work progress (started, stopped, etc.)

  • Jira Service Management / Customer notifications: Notifications specific to Jira Service Management. These notifications are designed to keep the customers informed about progress on particular tickets without disclosing information about internal processes. They usually include responses to customers, customer-visible changes, approvals, or requests being shared with individuals or organizations.

コンテキスト

If you need more details about how Jira Service Management and Jira notifications work together, see Managing Service Management notifications. For the purpose of this article, let’s just focus on this section:

エージェントおよび管理者

When agents and admins work on a request, they receive notifications as part of the project's notification scheme.

Agents don't receive notifications on their own changes when they act as a customer on issues with a set request type. Jira Service Management treats agents acting as a reporter, participant or approver on these issues as a customer. This occurs regardless of the notification scheme.

組織に所属するエージェントは、リクエストがその組織と共有されている場合にのみカスタマー通知を受信します。エージェントが課題の担当者の場合、プロジェクトの Jira 通知スキームからの通知を受信しません。

In other words, Jira Service Management blocks Jira notifications for agents who meet the Jira Service Management customer criteria on a ticket, that is act as:

  • 報告者

  • Request Participant

  • 承認者

  • Part of customer organization the ticket is shared with

This means that agents won’t receive any notifications about internal comments or changes to the ticket unless these changes are visible to customers as well. Some admins see this behavior as counter-intuitive or incorrect.

Enabling notifications for agents acting as customers

Let’s configure Jira to send Jira notifications about all internal activity on a ticket to agents who are a Request Participant, Approver, or part of a customer organization the ticket is shared with, but not the Reporter. For Reporters, we’ll just send the Jira Service Management’s customer notifications to avoid duplicate notifications.

Step 1. Choose to send all notifications to customers

In this step, we’ll configure Jira to send both Jira Service Management and Jira notifications to customers.

  1. Go to Administration > Applications > Configuration (under Jira Service Management).

  2. In the Notifications section, select the option to send both Jira Service Management and Jira notifications to customers. 


Things you should know about…

  • This is a global setting and will affect all Service Management projects.
  • Some notifications will be duplicated.
  • Jira notifications and Jira Service Management’s customer notifications will now behave as independent processes, governed by respectively: notification scheme and customer notification settings. After configuring Jira Service Management this way, all customers will still receive customer notifications like before. What’s new is that Jira will also be sending Jira notifications as configured in the project's notification scheme without looking at Service Management settings.
  • NOTE: Existing Bug affecting this Notification Configuration behavior: Please refer to this bug report: https://jira.atlassian.com/browse/JSDSERVER-5564 :The only way to be able to send a customer (without any license / application access) both notifications is by adding the "Service Desk Team" role to this customer. This behavior seems to be contradictory with the name of the setting itself.
  • NOTE: Be Alert: If you select the option "No, only send Jira Service Desk notifications to customers (recommened)" , adding the "Service Desk Team" role to a customer(without any license / application access), the customer will get the Jira notifications. (Internal notifications meant for Agents)

Step 2. Create a new notification scheme

Assuming you’re using the default notification scheme, some notifications will be duplicated because both Jira and Jira Service Management will try to notify the Reporter of a ticket (a role shared by these two applications) about updates. We can avoid that by limiting the Reporter’s notifications to only Jira Service Management’s customer notifications. To do that, we’ll create a new notification scheme.

  1. Go to Administration > Issues > Notification schemes.

  2. Click Add notification scheme.

  3. Give it a name and description, and click Add.

  4. Select all events you’d like to notify users about. In our case, we’ll select all events and notify All Watchers and Current Assignee (note that we’re leaving Reporter out). 

Step 3. Assign the scheme to all Service Management projects

  1. Open a project, and go to Project settings > Notifications.

  2. Click Actions > Use a different scheme

  3. Select the new scheme and click Associate.

  4. Repeat these steps for every Service Management project.

Resulting changes in notifications

Let’s have a look at how the notifications changed for different roles.

イベント役割BeforeAfter

Public issue event

(e.g. public comment added, public transition)

Agent Watcher

Agent Assignee

Jira notificationJira notification

Agent Participant

Agent Approver

Agent part of Customer Organization

Customer notification (if subscribed)

Customer notification (if subscribed)

Jira notification (only if Watcher or Assignee)

Agent ReporterCustomer notification

Customer notification

Jira notification (only if Watcher or Assignee)

Internal issue event

(e.g. internal comment added, internal transition)

Agent Watcher

Agent Assignee

Jira notificationJira notification

Agent Participant

Agent Approver

Agent part of Customer organization

No notificationJira notification (only if Watcher or Assignee)
Agent ReporterNo notificationNo notification (unless Watcher or Assignee)

Duplicate notifications for agents who are watchers or assignees

With this configuration, agents who are watchers or assignees may receive duplicate notifications. However, agents are fully in control of that now as they become watchers or assignees by choice.

Also, the only scenario in which agents receive duplicate notifications for the same action is when all of the following criteria are met:

  • The agent is a watcher or an assignee of a ticket

  • They are subscribed to customer notifications

  • The event is public (e.g. public comment)

If duplicates are too much, customers (and agents) can unsubscribe from notifications at any moment, the link is always available on the Customer Portal and in all customer notifications they receive. This doesn’t apply to Reporters, as they will always receive customer notifications, regardless of their subscription status.

What if I add customers as watchers or assignees?

Jira Service Management permission settings will prevent you from doing that (unless you’ve changed them), so no sensitive data will be sent to your customers through notifications. 

最終更新日: 2021 年 2 月 4 日

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