Customers notifications - how to turn off from admin side?

[John Doe]

Hello there!

How I as an admin of the Jira service management project can turn off customer notifications?

I see that this option is available only on the customer side https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/

But I want to disable this option at all or at least turn it off by default.

Why? I don't want to share the agent's name outside of the company. For now, when anybody from the company just changes the status of the issues Jira sends this update to the customer.

Do I have any option to manage this?

[Dave Mathijs · Accepted solution]

Hi @John Doe welcome to the Atlassian Community!

Customer notifications are enabled by default, you cannot change that.

But you can disable them manually, just toggle Enable to 'Off'.

[John Doe]

Hi!

That seems what I need.

@Dave Mathijs could you please give me the whole path to those settings? I can't find it(

And I see that in the description of that setting, I can make some statuses invisible to customers. Where can I find this setting?

[Dave Mathijs]

You need to be either a product admin or a project admin for the service project.

The URL is https://<yoursitename>.atlassian.net/jira/servicedesk/projects/<yourprojectkey>/settings/customer-notifications

[John Doe]

@Dave Mathijs perfect, it's work! Thanks a lot!

And it's weird cause we searched for such a setting and we didn't find it. But when we used your URL -it's shown that setting in the left bar.

[Yatish Madhav]

Hi @Dave Mathijs - thanks for this.

I am well aware of this customer notifications ... but am I right in saying that it takes precedence over the Internal Notifications set on the Notification scheme linked to the project?

I.e. in the screen shot below - some of the items had "Reporter" set so should I then remove Reporter AND disable the Customer notifications?

Thank you

Yatish