Internal notes is not sending emails to participants

[Gabriel Cassi]

When we add a participant the to issue and add an internal note it doesn't send an email to the participants.

[Alex Koxaras -Relational- · Accepted solution]

@Gabriel Cassi welcome to the community!

I'll second what @Liam Green said. And to be honest, thank god it doesn't send to any external participant, cause otherwise we could be in trouble :)

Read more here https://support.atlassian.com/jira-service-management-cloud/docs/talk-to-the-customer-or-team-members-from-the-issue-view/

https://support.atlassian.com/jira-service-management-cloud/docs/talk-to-the-customer-or-team-members-from-the-new-issue-view/

[Gabriel Cassi]

Thanks! I was thinking to use participants for the another agent that needs to work together on the request with the assignee..

[Alex Koxaras -Relational-]

@Gabriel Cassi ,

First of all there can be only one assignee (on that specific field). However, you can always add another agent as watcher, or you can even create a custom field (user single or multi) and add there the rest of the agents. However, you have to modify your notification scheme, in order for the users within this specific field to get the corresponding notifications. Nonetheless, as stated assignee can only be one at a time.  

[Liam Green]

Hi @Gabriel Cassi 

Welcome to the Community!

Internal Notes won't go to the participants - only agents can see them.

If you want to send a comment to participants it will need to be a public comment

Hope that helps,

Liam

[Gabriel Cassi]

Thank you Liam

[Liam Green]

No problem. Feel free to accept my answer if it helped.

If you need more than one assignee working on a ticket, you could consider different statuses and then assign the ticket to the other agent when the status changes

[Gabriel Cassi]

Ok I see, so there is no way two agents can work on the same ticket? 

[Liam Green]

As many people as you wish can work on a ticket - but the assignee field can only hold one name at a time.

As Alex said our, you could use custom fields to add more. You could also split a ticket into different tasks and add a different assignee to each task