問題

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

診断

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.

原因

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 a few feature requests to have the above scenarios changed:

• JSDCLOUD-4207 - Approvers should not be always treated as customers 
• JSDCLOUD-3410 - I would like my Service Desk agent to receive JIRA notification even if they are a request participant/reporter/part of Organization
• JSDCLOUD-10323 - JSM agents don't get some internal notification when the agent is in JSM organization.

ソリューション

According to the best practices of Jira Service Management, agents should be added as watchers of issues instead of request participants. Additionally, organizations should be reserved for Service Desk 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  > Products > Service Management - Configuration.
2. Find Notifications and set Should customers receive Jira notifications? to  Yes, send customers both Jira Service Management and Jira notifications.