How can I prevent or auto-remove the reporter from being added as a request participant?

Question

Hello good people!

My problem is the following:

Customers can add new people as request participants to the project by putting their email addresses in the "To" or "Cc" field when they reply to an email notification from a request. We like this feature and want to keep it. However, they often include the reporter's email in their replies too. This leads to the reporter of the issue being added as a request participant, which results in them receiving duplicate notifications whenever a comment is made.

We're looking for a solution where the reporter isn't added as a request participant, or if that's not feasible, a way to automatically remove the reporter from the request participants whenever they're added.

Ideas?

Nahuel Logghe · Answer

Hi Dexter,

Thank you for your response.

That is not the case with our configuration. The reporter is not a licensed agent, the reporter is the person who created the request at the customer portal or from an email.

The assignee is the person in charge of solving the issue and the reporter is the person who created/reported the issue.

An agent can be the reporter since agents can create requests/issues, but this is not necessarily the case, and more often than not is our customers who create the requests.

Dexter de Vera · Answer

Hi @Nahuel Logghe ,

Customer (if its only a customer without access on your project) can be the reporter, participant, and part of an organization and they will receive only one notification for comments and transitions (even the reporter is included in participant).

It may have a problem in Jira regarding being in two roles at the same time is the Reporter are user of the project (have access) like Assignee and being a participant or part of an organization.

The assignee/Reporter receives system notification because they are licensed agents and included in project, but if they are also added as a participant of if they are part of an organization, they will start receiving both customer notifications and system notification or none, Jira may won't identify what notifications to be send.

Hope this helps.