JIRA JSM automatically adding vieweres/interested to issues

[gfernandez]

Hello,

I have just found out that JSM issues have a new feature.

If you, as an agent create a new issue not from the portal but from your agent panel and you assign the issue to a agent of your team, the issue automatically adds you as a viwer/interested (the eye icon on the top right side).

I have seen that after adding this new feature, the satisfaction surveys are not sent when the informer is added to his field (eye icon) so there is no way to value your team mates.

My query is, is there any way to disable this new feature so surveys are delivered to informers although they are included in the eye?

Another way could be to not add viewers to the issues automatically.

Anyone can help with this?

[Angélica Luz · Accepted solution]

Hello @gfernandez,

Thank you for reaching out to Atlassian Community!

The feature that you mentioned is called “Autowatch own issues/Watch your issues” and it’s actually not a new feature. 

By default, users are added as watchers on tickets they interact with, but it’s possible to disable that.

As a Jira administrator, go to Cog icon > System > Default user preferences.

On this page, click on “Edit default values” and uncheck the option “Autowatch own issues” > Update.

After that, if users are still automatically added as watchers, then they need to configure something on their own profile.

If it happens, ask the affected user to go to Profile picture > Personal settings. 

On this page, there is an option called “Watch your issues”. By default it’s “Inherit from global settings”, but if it’s enabled, they need to change to “Disabled” or “Inherit from global settings”.

Regarding the satisfaction survey, the notification is sent to the reporter when the ticket is resolved (with a resolution) and also has a valid request type. The watchers won’t affect the notifications.

If the ticket is closed, but the resolution is empty, the survey won’t be sent. Also, if the ticket doesn’t have a request type, the survey (or any other customer notification) won’t be sent to the reporter.

Kind regards,
Angélica

[gfernandez]

Thanks a lot Angélica.

It was exactly what I wanted.

Regarding the surveys, could you tell me what do you mean with "resolved (with a resolution)".

Is "Resolution" a field we must have in our issues?

Thanks in advance

[Angélica Luz]

Hi @gfernandez,

The resolution is a system field, so it should already be on the screen, but if it isn’t required when closing an issue, then it might be empty and when it happens, the survey is not sent.

It only affects company-managed projects, the resolution field is not available on team-managed ones.

If you are using a company-managed project and the resolution is not added when closing issues, then it will be necessary to add a screen to the transition to Done/Closed/Completed statuses that contains the Resolution field or add a post function to the workflow to set a resolution when the ticket is closed.

You can find the steps to do that on the documentation below:

• Best practices on using the "Resolution" field

If you face any issues or have any other questions regarding this matter, please let us know.

[gfernandez]

Thanks Angelica, 

as we are only using team-managed projects, we don't have that field so it doesn´t apply to us.

Many thanks for everything. You have been very helpful.