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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?

Accepted answers

Juan Peraza

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

All comments

Juan Peraza

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.

Puneet Sohi

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

Fahim_fh0qtv

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

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