Agents do not receive internal notifications in JSM Cloud

Summary

Summary

Understand why Jira Service Management agents don't receive notifications of internal comments, even when @mentioned on the issue.

Solution

What prevents agents from receiving internal notifications?

• The agent is the customer request reporter.

• The agent is a request participant on the work item.

• The agent is a member of the organization which the ticket is shared with.

• The agent is an approver of the request.

Service projects have two notification types

Jira Service Management Notifications are sent depending on the scope of the user: there are customernotifications and internalnotifications. If the agent fits one of the conditions above, they'll be included in the scope of a "customer" of the request. Since customers are not notified about internal Jira events, the agent will not receive an internal email notification, only customer notifications if applicable.

Read more about this in What notifications do my customers and team receive?

Best practice and fix

Following best practices of Jira Service Management, agents should be added as watchers of issues instead of request participants. Additionally, customer organizations should be reserved for Service Desk customers.

In cases where it is necessary to have agents included in customer organizations, then you might want to set Service Management to also send Jira (Internal) notifications to Customers:

1. In Jira, click Settings > Products > JiraService Management - Configuration.

2. Find Notifications and set Should customers receive Jira notifications? to Yes, send customers both Jira Service Management and Jira notifications.