Adding customers to watchers list causes them to see internal comments

[Puneet Sohi]

If I add a customer(not a user or service desk agent) to the watchers list of an issue, they get notifications about external as well as internal comments. Being customers, they should not get notifications about internal comments

Is there any way to fix this?

[Juan Peraza · Accepted solution]

Perhaps if you add them as Request Participants instead of Watchers they won't get internal comments.  Try that and see.

[Paulo Hennig]

Hello Puneet,

The purpose of the Watcher is receive all notification about an issue in order to keep updated about progress, comments, modification... 

So like Juan said before, it’s better to add them as Request Participants instead of Watchers.

Let us know if this has answered your question or if you need any assistance.

[Fahim]

That is very helpful.  May I ask if anyone has tested this as well with the same results?  I'm concerned about WATCHERS getting all internal comments , not meant for them. I'd appreciate a response.

Thanks

[Puneet Sohi]

Great!  It is exactly the feature I was looking for. I will play around with it.