Jira Service Desk Agents are also Customers - comment notification workaround.

[Tomáš Vrabec]

Hi everyone,

just working out an internal service desk issue with one of my large customers. 

Predispositions: 

- We got a "company" organization which is automatically filled each night with all users.

That means, that all users, even the agents are also the customers, in one organization.

The trouble is, that agents needs to be able to communicate between each other. And, if we use Comment internally, Jira wont trigger an notification from en event. This is a common ... lets say behavior. Even its described as bug by many users.

We are thinking about best possible workaround.

1) We will write custom listener and disable all notifications at all - handling all of the notification.

2) We will use JETI as the solution for all notifications.

3) We will move to Jira Core, with custom Create face, Time to SLA and Dashboards.

We are talking about 250 JSD agents and 2000 JC users tier.

If we would go with last solution, we will have to upgrade Core license tier to 10 000, which is kind of out of budget.

Any ideas community? Did you ever faced to that? How did you handle those?

[laralg]

Hello Tomas,

May I ask why you have an organization called company? The only reason for it to make sense is for having information shared with the whole company, which I do not know if it is something people do in your Service Desk.
Generally I do not like at all having agents in the same Organization as customers, (or even as customers), because notificacions usually work badly and SLA triggers too.

Also having the whole company in the same organization makes that if someone creates a ticket with the organization the whole company will receive an email...

The only good thing about organizations in service desk is being able to share information with some people. If you already have a service desk that is exclusive for your company I would not use the organization or have the agents as customers.
If this is a must for you, yes, you will need to dissable notifications and should make custom ones with scripting and relating people with groups.

[Tomáš Vrabec]

Hi. 

Will take it in points. 

1) we are working on project called “IDEA Portal” where everyone in company can submit an idea and everyone have to be able to see others ideas. Agents then can promote ideas to tasks. Agents can submit ideas as well. 

2) we removed original notifications with customs, thats not a problem. Problem are comments notifications. 

[laralg]

Hello, I understand.

Options
If you have Scriptrunner comments generate their own event, maybe create a custom listener. Or autotransition when there is a comment that triggeres a notification.

If you are not too pro at programing, I am pretty sure you can manage it with Automation for Jira creating your custom notifications.

If I coud not relay in addons I think there is a field called last commenter. Maybe you could creat a dashboard with this issues and get only showing only the ones which the commenters is not an agent (using the jql members of).

[Tomáš Vrabec]

Hi Lara, yep, we are now considering two main options, as upgrading to 10k license tier is not in the budget.

1) customer listener in script runner

2) custom notification scheme in JETI

Just curious, that JSD never counted with an option to be internal service desk where agent are also customers.

[laralg]

Hey Tomas, a mad idea. What about creating agents fake customers ( which are free ). And if they create an issue in that project the reporter is the fake customer (that represents them) They can still answer things as agent in the issue and Jira would not get messed up.

Regards!

[Tomáš Vrabec]

Hi Lara, yup, we thought about that as well, but as you got thru consequences there is more pain then benefits :-(