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I'm trying to troubleshoot a longstanding comment notification email problem and wanted to know whether the following scenario might be a cause.
If a JSD agent (or Requested Participant) create an Internal comment in a job that includes @'ing someone in the message, will that person receive a notification? Or is that overridden by the fact of it being an Internal comment?
If they "@" someone who has browse permission to the project and is NOT a customer only, then yes they will receive an email. So other agents or collaborators will receive.
You must also change the Service Desk global configuration. If they are @ someone who can view the project and is also a customer they will not receive the @ unless this is changed to Yes.
Glad it helped, we had the same issue and resolved as per above!