Post issuecontnet and comments to external email / watchers when having issue level security setup

[Stefan Bärthlein]

Dear community,

In Service Desk we have to generally use issue security levels in order to prevent other group members (agents) to access the issues. At the same time there should be a possibility for exceptions. We want to give back the possibility to access the issue and get notified on changes and comments, to explicitly selected users (like watchers). All this works fine if we use a custom field (multiple userpicker) to save these watchers and assign them to the issue security levels, later on this users will be assigned to the according notification events.

Now the challenge is to also notify “external” users – users existing in Jira Service Desk as customers without any group- nor application assigment and only the project role “Service Desk Customers” assigned.

I have tried to create an JETI notification template (matching all) and issue event notification for any issue event (issue updates, issue commented aso.) and assigned the user picker as recipient. The problem is only the agents are getting notified, the “external” users (customer) do not get notified.

I assume this is because these users do not have the proper (project) permissions/roles? We only want these user to get notified of changes and comments via email – how could we achieve this?

[Stefan Bärthlein · Accepted solution]

OK. The "external" users (customers) are able to receive the notifications as soon as they are assigned to the project-permission "Browse Projects".

In the upper example I only have to assign the custom field (multiple userpicker) to the "Browse Projets" project-roles.

Sounds like a security-issue, but it seems that this users (customers) can't log into the backend and are always redirected to the customer portal.

It seems that I don't need a plugin for that, I only have to configure the project's notification accordingly.

thx anyway!