A JSD Customer accidentally clicked "Turn off this request's notifications.... How to turn back on?

[Chris Purser]

A JSD Customer (no JIRA seat) replied to a ticket email mentioning that they had accidentally clicked to have themselves removed from the notifications for that ticket.

They asked us to reverse that for them, and that's where the chaos ensued. 

There seems to be no place for them or us (admins) to make that change. I have run test after test, logged in as a JSD Customer, visited the portal, logged in as an admin, visited the customer's profile, etc. and there seems to be no way to undo this.

I can't believe that's true, so I must be missing something.

With my test account, (as a customer) after clicking that link, I no longer get any emails from that ticket, no matter if I am the reporter or a request participant.

Thanks

[Kian Stack Mumo Systems]

Chris,

If the customer signs back into the portal there is an option for them to select "Get Notifications". Have you tried that?

Thanks,

Kian

[Chris Purser]

That would be great except that it removes the ticket from their portal access. 

So they no longer have any access to the ticket at all...

As my test user, once I click that link to remove notifications, the issue vanishes from my portal access. 

[Kian Stack Mumo Systems]

Chris,

I've never seen that behavior. This is the reporter that is removing themselves?

Thanks,

Kian

[Chris Purser]

Hi Kian,

Sorry, I thought I replied.  I must have been distracted and never saved.

So, yes, it is the reporter, at first, but they aren't actually removing themselves. At least not from the admin view of the ticket. I've tried making them a request participant as well, but the ticket is completely removed from their portal login.

If, by chance, they find an old email with a link to the ticket, they can gain access to it, but the "Get Notifications" link does not exist.

All of these things, even though their user is either the Reporter, or a Request Participant, or both. 

Wow, I feel like I said all of that terribly. Let me try to clean it up.

After they click the link to remove notifications, and confirm:

• the ticket will no longer show for them in their portal
• Their name is still the Reporter
• Adding them as a Request Participant has no effect.

If they gain access to the ticket via a direct link in a previous email:

• They can see the contents of the ticket.
• There is no "Get Notifications" link at all.

There seems to be no administrative way to reverse this. It seems to be permanent. To remedy we've done two things. 

1. For this one instance, duplicated (manually) the ticket and added the user to the dup.
2. Removed the option to stop getting notifications entirely, from the template. 

 So, while our problem has been mitigated, if anyone has any thoughts about how this can happen, we'd love the insight.

Thanks!

[Kian Stack Mumo Systems]

Chris,

I was also distracted & thought I had responded to this when I had not. I really can't think of a reason why clicking on "Do not notify me"  would remove this from their portal view.

If this is a persistent issue, I'd raise a ticket with Atlassian for some additional help.

Thanks,

Kian

[Jenifer Gamiao]

I found this old post when looking for a solution to help a customer who accidentally turned his notifications off for a ticket. Sharing what worked for me.

Anyone with ticket access should be able to send the ticket url the customer so they can toggle "Notifications on". 

With the agent view, 

• switched to Customer view
• copied url and sent to customer. 
• Customer toggled "Notification off" to "Notification on". 

Ran a quick test with the customer and this worked.