nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

JEMH: treat servicedesk customers as non-jira

Charlie Misonne

I want to use JEHM to send servicedesk notifications.

We have several user groups allowed to create tickets in the customer portal without JIRA license

What I want to achieve: less notifications for customers and more for agents. Is this possible?

I thought this would work but it doesn't work as expected
The customer gets notifications twice. One from the jira-user mapping and one from the non-jira settings. I see the difference because one sends html and the other one text notifications.

JIRA notifications

group restrictions: servicedesk-customer (I need several groups but this fields does not support that aparently)
group restriction condition: groupMemberIsNonJira: treat user with group as non-JIRA

non-jira.pngjira.png

jira.png

non-jira.png

Accepted answers

All comments

Rhys Griffiths

Hi Charlie,

Unfortunately this behaviour is a bug.

The ticket for this bug can be found here: JEMH-5145.

For updates regarding this bug be sure to check and vote on the JEMH-5145 ticket.

Cheers,

Rhys

Charlie Misonne

Hi Rhys. Thanks for this clarification.

When I use html for both configurations I don't get the double notifications so that's alright.

But as a customer I'm also getting notifications I did not configure for non-JIRA users. "Issue updated" for example. I only want agents to get them.
Should I remove the reporter from the notification scheme? I thought it would work by treating them as non-jira

Charlie Misonne

update: when I don't use the "group restriction condition" and treat them as JIRA users this way the SD customer gets notifications of internal comments

Rhys Griffiths

Hi Charlie,

Regarding the internal comments being sent to customers, does your Agent have the Service Desk Customer project role? If so then a notification of their comment will be sent to everyone involved in the issue (JIRA or non-JIRA), ensure that your Agents do not have this role.

If the comment receiver is a customer, ensure that the customer does not have the Service Desk Agent user permission or membership of the Service Desk Team or Administrators role.

Cheers,

Rhys

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