Access through notification e-mails

[Jonas Wallecan]

So we have 2 Service Desks Projects. 
1 for IT and 1 for Finance. 

Everyone in the company has access (as "customer") to the both of them.
But several people are now flagging when they get a notification email about a reply, they aren't always able to access the IT Service Desk. 

For instance : there's a ticket where someone reports broken hardware. I take on the ticket, i add a colleague from Finance and a colleague from HR to it, and send a reply. 

They both receive 2 emails (and slack etc) to let them know that I wrote something and mentioned them... 

the first one is looking like this : 

When they click through, they get a "No Access" page. 

The second one looks like this : 

When they click the link from this one, they access the ticket etc... 

Is this normal? Or did I misconfigure something ?

Thanks !

[Jack Brickey]

Hi @Jonas Wallecan , have you created a single company Organization and placed all employees into this Org? That is the best means of managing internal customers (employees) IMO. Beware of one issue however, don't include agents inside of the organization. Having an agent of a project also listed as a customer will cause notification issues.

Now further to your issue, I am wondering about the dual notifications and the possible cause of this. When you say you had a colleague from finance and HR where exactly are you "adding" them? Are they request participants or watchers or something else? Have you inspected any automations that might be sending a second email?

[Jonas Wallecan]

Hi @Jack Brickey , 

Thanks for getting back that quickly. 
So to be clear, in the IT Service Desk, when looking in the "customers" tab, i can indeed see that everyone is in there. So yes, also myself and my colleague who are Agents. But if I understand well, it is better to remove ourselves from the Customers-list ? :) 

When saying the following :

For instance : there's a ticket where someone reports broken hardware. I take on the ticket, i add a colleague from Finance and a colleague from HR to it, and send a reply. 

 I did mean indeed that i added them as request participants . 

[Jack Brickey]

So to be clear what I am saying is that you should create an organization and move all your customers from the 'root' Customers page into that Organization. A couple of reasons why using an organization is best include:

• easier management in that you can add a employee to that organization and anywhere that organization is referenced within various projects will allow that employee access to all projects
• sharing of issues within the organization. If an employee is at the root level the cannot be added to an issue as request participant by another customer 

now regarding agents:

• Do not place them in an Organization 
• for any project where they are an actual agent do not include them as a customer at all
• for any project where they are not an actual agent for that project then they can be added as a customer but leave them at the root level not w/in an Organization 

I hope this makes sense. I know it can be confusing and, in fact, there is an Atlassian initiative to focus on improving the entire customer management experience.

[Jonas Wallecan]

Yes, we do have them sorted into organisations. Since we are having 2 different companies using the same IT Service Desk. 

Thanks for clearing that up, in the meantime i deleted my colleagues and myself from the list of customers in our own company :) 

Could that have been the reason of the "duplicate emails" ? Since some of the "customers" were also agents ?