Jira service desk agents dont receive notificatons on some comments though they are supposed to

[Катя Годнева]

I keep having a very  annoying error in my Jirs Service Desk instance.
Service desk agents keep not recieveing notifications on comment being added to the issue.

When the comment is added - the agent (a reporter or a watcher) goesn't recieve notification on the comment

The worst thing, the error is not permanent, it occurs from time to time and is difficult to catch/

(though notificaton helper says all is fine, the user-agent in question , being a watcher or  reporter, is suppose d to recieve notifications

The only interesting thing I am seeing in the logs 

 2020-03-03 18:27:55,157 PsmqAsyncExecutors-job:thread-1149 WARN godneva 1107x131501x1 oc4jjw 172.17.23.3,127.0.0.1 /secure/CommentAssignIssue.jspa [c.atlassian.ozymandias.SafePluginPointAccess] Unable to run plugin code because of 'com.atlassian.servicedesk.api.NoSuchEntityException - sd.customerview.error.requestTypeNotFound'.

2020-03-04 10:08:23,248 PsmqAsyncExecutors-job:thread-1412 WARN o.larina 608x168215x1 yptlmc 172.17.24.21,127.0.0.1 /secure/CommentAssignIssue.jspa [c.atlassian.ozymandias.SafePluginPointAccess] Unable to run plugin code because of 'com.atlassian.servicedesk.api.NoSuchEntityException - sd.customerview.error.requestTypeNotFound'.

(the users in bold are those who actually added comments, notifications on which failed to come)

The only common thind I've been able to notice about all issues, where the error occurs is that all of them a created from insude Jira and are not mapped to any customer-request type.

I've been unable to resolve this for quite some time now, and I am looking forward to any advice.

[Andrew Laden · Accepted solution]

Hard to say with out more information. But two things you said caught my attention.

The user agent being the reporter, and the commonality being no customer request type set.

Jira Service desk has lots of "quirks" when you try to make agents act as customers. If the agent is the reporter, then they are acting as a customer, not as an agent on that ticket. 

Add that to the statement that the Customer request type isn't set. Isssues in JSD will not be visible to customers unless they have a customer request type set. They wont see them in the customer portal, and they wont get notification on them.

So You really want to make sure that customer request type is set. Jira used to make this difficult, as you could not put the customer request type field on the create screen, (there is an addon that allowed it) but I think they changed that is more recent versions. 

Some ways to make sure it is populated

1. train the agents to use the "raise a request" as opposed to create, which will take them to the portal
2. Put in some scripting/automation/postfunction to set the customer request type on create if it is empty. (how you do this will depend what addons you have available.

So I'm not sure this if your issue, but Its somewhere to look.

Also, there is a per user setting on if they want to be notified on thier own actions. If they have that turned off, they will not get notifications of comments that they add.

[Катя Годнева]

Hello

• Jira Service desk has lots of "quirks" when you try to make agents act as customers

I've been there already , so this it's all very familiar

• Put in some scripting/automation/postfunction to set the customer request type on create if it is empty. (how you do this will depend what addons you have available.

Yes, I've been thinking the same way...

Thanks a lot for sharing your experience!

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