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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?

cheers

Rod

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Susan Hauth _Jira Queen_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jun 05, 2019

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.

image.png

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

Susan Hauth _Jira Queen_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jun 06, 2019

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

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