How to disable the Customer Notification: "Request resolved" in Jira Service Desk (Cloud)?

[Adam Wride]

We need to disable the Customer Notification: Request resolved in Jira Service Desk Cloud.

We have disabled the email in the Customer notifications screen: https://d.pr/i/YMMoHo but the request resolved email is still sent to the reporter.

Can this email notification be disabled?

[Brant Schroeder · Accepted solution]

The customer notifications in the service desk only turns off customer notifications.  Was the reporter a service desk agent or a collaborator on the service desk?  Are they a watcher per chance on the issue?  If so then you would need to adjust the notification scheme or remove them as a watcher.

[Brant Schroeder]

One more thing I missed is you have notify customer on status change initiated.  The email they received could be associated with that as well.  Would have to see the email.

[Adam Wride]

@Brant Schroeder - the "Customer-visible status changed" notification was the one generating the notification. Thank you!

[Adam Wride]

duplicate post