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How can a reporter (internal user) of Service Desk ticket receive internal, external and worklog

How can a reporter (internal user) of Service Desk ticket receive notifications about internal comments, external comments and worklog?

I understand that by default, as a reporter, you are supposed to just receive external comments or updates.

1 answer

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There are three types of account you could be talking about here, and "reporter" has a specific meaning in Jira.

Any of the three types of account could be a reporter, but they have different levels of access to the issues and requests:

Service Desk Agent - obviously can do anything.

Jira User - may be able to see the project, issues and requests by being given internal project access, but are treated as customers when they are the reporter

Customer - only sees the request (external comments and updates, as you say)

So, you said "Reporter (internal user)" - I suspect that means you are talking about a Jira User level account.  If that is the case, then yes, you can let them into JSM projects, and they can see internal comments and work logs, and the issues behind the requests, but they won't be able to write external comments or log work.  Think of them as "developers who are going to help the agent solve the case, so they can see what the agent sees"

Thanks Nic.

Yes, for Jira user being the reporter and also an internal user.

The problem is not the ability to view comments but the ability to receive actual notifications when 'internal / private comments' added by another user or work logged to the ticket.

The Jira notification scheme is set to receive notifications as reporter, assignee and as watcher and this is user is all 3 - reporter, assignee, watcher.

is there any other config to set?

In this case, your user is being treated as a customer, so they'll only get notified about things a customer gets told about.

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