Jira Service Mgmt - Ticket Notifications

Steven C_ March 1, 2024

Why would one team member be receiving notifications on every ticket when they are not an admin, request participant, reporter, or watcher on a ticket? I noticed they are commenting on tickets when none of these allocations have been assigned to them. 

How can I fix this and revoke it? 

Could it be since they have board access, they are taking it upon themselves to review all tickets in Jira Serv Mgmt?

3 answers

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Steven C_ March 1, 2024

Under the project, they are a Service Desk Team and a User/Agent permissions under Jira Service Mgmt. After discussing with the user, I concluded this user was going into tickets on their own, even when not part of the ticket by allocation - "admin, request participant, reporter, or watcher."

For context this was important because as an organization and a manager, time/resources are considered and we do not need staff/contractors spending time looking at the whole backlog of tickets when they have not been triaged to them. 

1 vote
Answer accepted
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 1, 2024

@Steven C_ -

Based on your update on your posting, you also have few other things that you may want to consider:

1) As those users (all have agent licenses) and if they are setup to have all projects access as with Service Desk - Team role, you may want of limit who should be assigned to a project with access as needed.  

2) You can implement issue security configuration setup for your projects, where you can block and limit issue visibility to your agents.  So if they cannot discover the issues in a project (even though they have access to the project), then they will not be able to touch the issues (i.e. adding them as issue assignee.  At the same time setup automation rule to update issue's security level and issue assignment to give you more controls.

3) Adjust your project's permission scheme and restrict who can have the permission of "Assign Issue".  Example, only allow Administrator role members to assign issues etc...

Hope this also helps you.  I am willing to provide any further information if needed.  If so, please click on Accept answer when you have a chance.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Steven C_ March 4, 2024

Thank you, Joseph. 

0 votes
Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 1, 2024

What is the users role? I assume an agent. You may have the project configured to notify all agents on create or other events. For which events is the user being notified?

Steven C_ March 4, 2024

Yes, they are a Service Desk Team and a User/Agent permissions under Jira Service Mgmt. 

Steven C_ March 4, 2024

Thank you, Jack. 

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