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

Internal comments with @ symbol in Jira Service Desk

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?



1 answer

1 accepted

0 votes
Answer accepted

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.


Thanks Susan, that's answers my question. cheers Rod

Glad it helped,  we had the same issue and resolved as per above!

Suggest an answer

Log in or Sign up to answer

Atlassian Community Events