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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).

Thanks!

Almuth

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