My agents are getting two email notifications from issues

[Joshua Sung]

Hi all,

So everyone in the company is a customer due to the synced Organisation.

I have set up customer notifications and "notifications" in my project but why do all of my agents working or watching on issues?

Every comment seems to get them so is it considering them both a customer AND an agent at the same time?

This page: https://confluence.atlassian.com/servicedeskcloud/configuring-service-desk-notifications-732528936.html

implies that they can be either or but not both depending on their allocation as an assignee or participant, etc. in an issue so why is it happening to me?

Thanks in Advance

[Ismael Jimoh]

Hi @Joshua Sung 

It will be difficult to tell why without seeing the email received by the people in question.

The reason for this is we don’t know if:

• They are getting 2 JIRA SD(Service Desk) emails,
• 1 from JIRA service desk and another from JIRA core?

Also it would be great to know when the duplicate mails are received:

• Multiple events fired at once
• Because the user selected option to be  notified of their own changes
• Custom emails being triggered

It would be hard to say without seeing the emails, seeing your notification scheme and what events are being fired to see what could be going on.

If the emails are too sensitive then I will suggest raising a ticket with Atlassian support with the information I asked here also provided.

Cheers!

[Joshua Sung]

Thanks, yeah you're right. I'm going to have to send it to Atlassian support because I can't post the screenshots here sadly.

I don't think I have multiple events firing off different notifications... Would that be from the workflows and not the "notifications" section?

Thanks.