Why does everyone in my organisation gets notifications of every issue?

[Tristan Lakerveld]

Today I implemented SD in my organisation.

I created a new organisation  in the customers area.

I added all my colleagues e-mailadresses as new customers.

Everybody got an e-mail with the request to create an account.

Now, I have an issue. If one customer reports an issue and one of the agents makes a change to the issue, all cusotmers get a notification about this. Not just the reporter. How is that psoosble?

Is it because of the 'organisation' of customers? Or is it another setting?

[Angélica Luz]

Hello @Tristan Lakerveld,

Welcome to Atlassian Community!

The Customer organizations were created for customers only, so it’s important that no licensed user (agent) is added to that, otherwise, notifications and permissions might not work as expected.

Explaining about the notifications for Organizations, when a customer creates a ticket and shares it with an Org, customers added to an Org will receive only one notification informing that it was shared and that to receive future notifications they must go to the ticket and turn on notifications.

• Add an organization to a service project

I added all my colleagues e-mailadresses as new customers.

If your colleagues are also licensed Service Management agents, please, remove them from the Organization to prevent issues regarding permissions and notifications. Agents must be added only as "Service Desk Team" or "Agent" on a project.

Kind regards,
Angélica

[Tristan Lakerveld]

Hi Angélica,

Thanks!