Service Desk - Get Notifications

[Marc Jason Mutuc]

As a user, when you view an issue, you can click on Get Notifications to continue receiving notifications.

My question is, how will I know who are currently getting notifications for a certain issue? I tried checking Request participants and they are not there.

What's the field that I should check?

[Joe Kyle]

Hello Marc,

Perhaps you have already tried this. If so forgive the redundancy. The best place to see who is being notified is via the project Notifications Scheme. You can find this in the project summary page.

Go to the project, then to Project Settings from the left nav menu. That menu should then turn dark blue. Look for Summary, click on that, the page that opens is really the guts of your project. Look for Notifications. There you will see the notification scheme for the project. Click on that and it will give you a sense of who is being notified. Note that this notifications scheme may be associated with other projects. Caution! if it is, and you edit it, you will be editing the notification scheme for all the projects which use that scheme. 

You can edit this to suit your needs. As far as I know you are not able to see a detailed list of who is being notified in the form of individual users. Rather you will see "All Watchers" or "Administration" or "Assignee" etc. In generic terms. 

As I reread your question I'm wondering if these users are customer portal users rather than internal team members? If yes, then perhaps by their very role they have the option to get notifications. That is set under the setting on the blue navigation bar called - Customer Notifications. There may be a clue there. I've had to pin these kinds of things down in the past and its always been a matter of looking in both spots. 

I hope this helps get you closer to an answer. 

[Marc Jason Mutuc]

Thank you! This is a fantastic reply and it is very informative.

JIRA can show you the number of watchers in an issue via the Issue Query. Additionally, if you wan't names, an add-on will do this for you.

Just to set things, JIRA Software and JIRA Service Desk operates rather differently. JIRA Software has Watchers whilc JIRA Service Desk has Customers Involved. See here > https://confluence.atlassian.com/servicedeskcloud/configuring-service-desk-notifications-732528936.html

Also, we are on a Server version.

What I'm trying to figure out is what database field stores the users who want to be notified by an issue. Users get the option to Get Notifications or Don't Notify Me when they access an issue shared to them. This is even different to Request participants.

Just want to know if this is something we could manipulate on the backend so that users won't need to click on Get Notifications just to get updates.

[Joe Kyle]

Marc,

Thanks for getting back to me. Please keep us updated on your findings. All the best,

Joe

[Sebastiaan]

Hi Marc,

If you watch an issue you have the field Watchers at your right side. If you click on the (in this case) zero you can see who follows this issue.

Is this what you mean?

[Marc Jason Mutuc]

Ah no. That's only for JIRA Software. JSD is different.

[Sebastiaan]

I have the field Watchers also in JSD.

Is this ON?

[Marc Jason Mutuc]

That is also turned ON for us. But, this is again only for JIRA Software. Users which are Service Desk Customers will not get this.