No JIRA Notification if an person is mentioned, which is listed in "Request participants".

Question

Hi Community,

Shouldn´t JIRA be able to send an "issue comment" notification to people which are listed at "Request participants", even if the comment was an internal comment?

I have the following business case. An ticket is assigned to an technician A. Technician A add Technician B as a ticket participant. In addition Technician A is asking an with the help of an internal comment an question, to technician B.

Expected result: JIRA sent an notification to technician B.

Current result: JIRA is sending nothing, if technician B wouldn´t check each ticket, he would never noticed.

Any ideas?

Best,

Kristian

Susan Hauth _Jira Queen_ · Answer

Hi Kristian,

If your experts are also jira users, you can use "watchers", and @mentions on internal comments.  They can be treated as collaborators and add comments, etc.

However to assign, transition, public comment they would also need to be agents.

Hope that helps

Susan

AccessHolding · Answer

Hi Susan,

Thanks for your fast reply.

Is there any other approach I could use to achieve my business case? How can I communicate with field experts, for example database experts. Imagine I am responsible for certain issues, which requires internal communication. There must be a way.

Best,

Kristian

Susan Hauth _Jira Queen_ · Answer

Hello,

Internal comments are intended to "hide" all comments form the external customer and the participants.  That's the intention of them.  So answer is No - the participants will not receive any notification of internal comments.

Hope that helps

Susan