Internal comments with @ symbol in Jira Service Desk

[Rod McWilliams]

I'm trying to troubleshoot a longstanding comment notification email problem and wanted to know whether the following scenario might be a cause.

If a JSD agent (or Requested Participant) create an Internal comment in a job that includes @'ing someone in the message, will that person receive a notification? Or is that overridden by the fact of it being an Internal comment?

cheers

Rod

[Susan Hauth _Jira Queen_ · Accepted solution]

If they "@" someone who has browse permission to the project and is NOT a customer only, then yes they will receive an email.  So other agents or collaborators will receive.

You must also change the Service Desk global configuration.  If they are @ someone who can view the project and is also a customer they will not receive the @ unless this is changed to Yes.

[Rod McWilliams]

Thanks Susan, that's answers my question. cheers Rod

[Susan Hauth _Jira Queen_]

Glad it helped,  we had the same issue and resolved as per above!