Service Desk Watcher Notifications

[Rob Parker]

We have some tickets that are created which are not sending notifications to watchers. We have gone through the Notification Helper and can see the emails should be sent but have then gone through our email server logs and cannot see the emails come through our mail server.

Other tickets are fine and all people are getting the right emails. Watchers are full JSD users.

How can I see logs of this or details of why?

[Brianna Pasko]

This may be related to an issue we were having.

After looking into it with Atlassian I found out that SD Agents should NOT be added in the Request Participants field, they should be added as WATCHERS to receive notification updates for the ticket. If you have any additional service desk customers that need to be notified on this ticket (other than the Customer that was the Reporter), then they can be added to the Request Participants to get notifications on the comments Shared with Customer. 

We have always used the Request Participants to add other agents to a ticket who need to collaborate on it but often due to specific workflows ie. @mentioning an agent in a comment which adds them as a watcher, essentially confuses Jira as to whether or not it should share notifications on Internal Comments with these agents or not.

As I said we have been doing this since we setup Service Desk, but our team has also always complained about the reliability of not getting notifications on tickets, and turns out this is one of the main reason why. Getting people out of the habit of using the Request Participants field is going to be the next challenge! I have asked Atlassian if its possible to rename the two fields to help differentiate and remind people who should be added to each field because they both look to be locked fields.  I haven't heard back yet, but if I find a way I will post it.

[Davide]

We've also been experiencing exactly this. Thank you for posting you fix - it's solved our issue too!

[Angélica Luz]

Hi Rob,

Just for us to better understand and help you with this issue, can you please let us know what type of notification they are not receiving? Is it internal comments, mentions or public comment?

Are these tickets being shared with an organization? Are the users part of an organization?

Are they only watchers or they are also participants/reporter on the affected tickets?

Regards,
Angélica