Avoid duplicate notifications for agents/remove @mention option for customers

[Almuth Boehme [Communardo]]

Hi there,

Since one of the recent updates to our Jira DC instance @-mentions are available to JSM customers. Effectively, a mention will add the mentioned user to the request as a request participant. Before, users needed to edit the request participants and add the user manually.

This is well and good when customers mention a customer, but customers will also frequently mention agents from this JSM project - since this is how you communicate effectively everywhere else in Jira. It does not make sense in JSM though because notifications have always worked differently here.

This leads to agents receiving duplicate notifications (internal Jira and Service Desk notifications), unless they remove themselves from the request participant list, which they have to do on almost every issue, daily. Sometimes several times on the same issue.

The project in question is internal IT, so only people having specifically been added to a request should be able to see it. All users involved also have a Jira license.

Is there any way to solve this issue? Because so far we had no luck. Basically any idea we had will break a different important functionality or introduce security risks (like working with organizations).

Thanks!

Almuth

[Marta Kopij · Accepted solution]

did you find a solution for that @Almuth Boehme [Communardo] ?

[Almuth Boehme [Communardo]]

Hi @Marta Kopij

I built this automation to remove any request participant that equals the current assignee:

Unfortunately it won't let me edit the "Edit issue fields" box right now, so I can only post a screenshot of the code.

It's not a 100 % solution - there will be a duplicate notification to the agent one time each time they are added to the request participants/mentioned. But it alleviates most of the frustration.

Edit: On premise the code looks like so

{
  "update": {
    "Request participants": [{
      "remove": {
        "name":"{{assignee.name}}"
      }
    }]
  }
}

[Marta Kopij]

I understand! thanks for sharing! :) 

[Almuth Boehme [Communardo]]

As least worst option we will be using an automation to remove members of the agent team whenever they are added to a ticket as request participants.