Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

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

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).



0 answers

Suggest an answer

Log in or Sign up to answer

Atlassian Community Events