Access through notification e-mails

Question

So we have 2 Service Desks Projects. 
1 for IT and 1 for Finance.

Everyone in the company has access (as "customer") to the both of them.
But several people are now flagging when they get a notification email about a reply, they aren't always able to access the IT Service Desk.

For instance : there's a ticket where someone reports broken hardware. I take on the ticket, i add a colleague from Finance and a colleague from HR to it, and send a reply.

They both receive 2 emails (and slack etc) to let them know that I wrote something and mentioned them...

the first one is looking like this :

When they click through, they get a "No Access" page.

The second one looks like this :

When they click the link from this one, they access the ticket etc...

Is this normal? Or did I misconfigure something ?

Thanks !

Jonas Wallecan · Answer

Yes, we do have them sorted into organisations. Since we are having 2 different companies using the same IT Service Desk.

Thanks for clearing that up, in the meantime i deleted my colleagues and myself from the list of customers in our own company :)

Could that have been the reason of the "duplicate emails" ? Since some of the "customers" were also agents ?

Jack Brickey · Answer

So to be clear what I am saying is that you should create an organization and move all your customers from the 'root' Customers page into that Organization. A couple of reasons why using an organization is best include:

* easier management in that you can add a employee to that organization and anywhere that organization is referenced within various projects will allow that employee access to all projects
* sharing of issues within the organization. If an employee is at the root level the cannot be added to an issue as request participant by another customer

now regarding agents:

* Do not place them in an Organization 
* for any project where they are an actual agent do not include them as a customer at all
* for any project where they are not an actual agent for that project then they can be added as a customer but leave them at the root level not w/in an Organization

I hope this makes sense. I know it can be confusing and, in fact, there is an Atlassian initiative to focus on improving the entire customer management experience.

Jonas Wallecan · Answer

Hi @Jack Brickey ,

Thanks for getting back that quickly. 
So to be clear, in the IT Service Desk, when looking in the "customers" tab, i can indeed see that everyone is in there. So yes, also myself and my colleague who are Agents. But if I understand well, it is better to remove ourselves from the Customers-list ? :)

When saying the following :

For instance : there's a ticket where someone reports broken hardware. I take on the ticket, i add a colleague from Finance and a colleague from HR to it, and send a reply.

I did mean indeed that i added them as request participants .