How to exclude 'Chats' from email notification

[Andrew Rowland]

In Jira Service Management - how can you disable the notifications when comments are added which would create individual emails to customers when notifications are enabled for 'Send when Comment Added by Assignee'?

This is causing an issue with the support process as it send 30 emails during a chat, but if I turn it off, when we add a comment to a Support Request, the customer is not informed.

[Andrew Rowland · Accepted solution]

Update on this - turns out that you can't (from what I have seen) but instead need to create your own notifications for Monnents, but WARNING to all, make sure you only include public comments, not internal as a special condition rule.  Otherwise, the customer may end up seeing your internal chats.

There are other discussions regarding this topic which all point to something similar to the below:

{{comment.properties."sd.public.comment".internal}}

contains

false