Reporter Added as a Participant Creating double emails

[Ryan Sinnott]

Hi,

We receive tickets from a forwarded email account. For example Person A might email our Forwarded Email and other people. This creates a ticket with the sender as the Reporter and everyone else as a Request Participant. Which is exactly what we want.

The issue is sometimes the other people who were on the email respond back to that email and not the JIRA "We're on It" auto response. It adds their email as a comment (which is great) but it then adds the original Reporter as a Request Participant and I believe then emails them twice.

Is there a way to set up Service Desk to block someone being the Assignee, Reporter, or Participant if they are already in one of the other roles?

Thanks,

Ryan

[Angélica Luz]

Hello Ryan,

Welcome to Atlassian Community!

Testing using the details you provided, I created a ticket with an email and after receiving the first notification (Issue Created), I added the same account as Request participant, so I received the notification for Participant added.

After that, using my admin account I changed the status, added a comment and I received only one notification on my test account, even being both reporter and participant, so I believe your customers are not receiving duplicated notifications.

The only problem that happens in Jira regarding being in two roles at the same time is the assignee being a participant or part of an organization.

The assignee receives system notification because they are licensed agents, but if they are also added as a participant of if they are part of an organization, they will start receiving customer notifications or no notifications because Jira won't know what notifications to send.

With all that said, don't worry about the notifications for customers, they can be the reporter, participant, and part of an organization and they will receive only one notification for comments and transitions.

Hope this helps!

Regards,
Angélica

[Ryan Sinnott]

Hi Angélica,

Thank you for the response!

I have probably an easy question then. Is there a way to send the CC'd people the Ticket request creation email as well?

After reading your response I believe you are correct. But now I am seeing that the person who was cc'd did not get any email saying a ticket has been created so they only have the option to respond to the Reporter's original email. When they do that the Reporter gets the direct email from the CC'd person and then gets the comment added email from JIRA. I think this is the double emails that are occurring.

If this is possible to send everyone who was on the initial email the Ticket creation email we can just work on training everyone that they need to respond to that ticket email and not the originally email.

Thanks,

Ryan

[Angélica Luz]

Hi Ryan,

It's possible to send the Request created notification to participants as well. They will receive both notifications. I tested and the participant receives the original email and then the Jira notifications:

To configure that, please go to Project settings > Customer notifications and click on Edit for the Request created. Adding "Customers involved" will make participants receive the email.

Regards,
Angélica

[Ryan Sinnott]

Hi Angélica,

Again thank you so much for your help. We already had "Customers Involved" set up to receive Request created. We did not originally have "Reporter (customer)" so I added that as well.

I retested by sending an email from Email1 to Email2 and our ticketing email. The Sender/reporter email received the Request created email back but not Email2.

I then retested by following the same process as above but emailed the JIRA Email channel email instead of our forwarded email account. Again our Sender/Reporter got the Request Created email but not the CC'd/Email2.

Is there anything else from a settings/permission standpoint that might be causing this email not to be sent?

Thanks,

Ryan

[Angélica Luz]

Hi Ryan,

The participant should also receive the "Issue created" email.

In my case, it was From Email1 to projectemail@atlassian.net and Email2.

The Email2 will be added as a participant and receive the original email, the request participant notification and the issue created notification.

Note that, as the screenshot shows, both notifications will show on the same email and not separated.

Regards,
Angélica