How to turn off the mail notification 'This request has been resolved.' for customers?

[Lyss]

Hi, we turned off every possible notification, but the email with "Diese Anfrage ist jetzt abgeschlossen." (This request has been resolved.) is still being sent to the customer when we use the status "Abgebrochen" (Cancel). We are using the legacy interface.

How can we change this so that the customer does not receive an email when we set the status to "Cancel"?

Also, is it possible to prevent the customer from seeing status changes in the activity area of the customer portal?

[Marc -Devoteam-]

Hi @Lyss 

So all customer notifications are disabled on the JSM space, correct?

Then check for automation rule, that probably are executing an email action.

See the automation section on the work item, for the latests run automations on the work item

[Igor Medeiros - Modus Create]

Hi @Lyss 

Adding to what Arkadiusz sent, the "request resolved" email fires off the Resolution field, not the status. If your Abgebrochen transition sets a resolution, the customer email goes out regardless of which Customer Notifications you toggle off. The native fix is to drop the post-function and use a non-resolved Cancel status.

If you need to keep the resolution, our app Notification Assistant for Jira suppresses native emails and sends conditional ones per transition with per-language templates.

Feel free to reach out if you'd like to learn more.

[Arkadiusz Wroblewski]

Hello @Lyss 

@Marc -Devoteam-  automation idea is a solid lead, but you should first look at the native JSM notification logic. Jira Service Management treats a "Customer-visible status change" and a "Request resolved" event as two different things.

Specifically, the resolution email is triggered the moment the Resolution field is populated. If your "Abgebrochen" (Cancel) transition sets a resolution, customers will still receive that "This request has been resolved" notification even if you have disabled the standard status-change emails.

[Marc -Devoteam-]

Hi @Arkadiusz Wroblewski 

The post states all customer notifications are off, so these should not be the reason for the mail to be sent.

[Arkadiusz Wroblewski]

@Marc -Devoteam- 

What a post says and what is actually happening do not always match. :)

Especially lately, with all the recent changes across Atlassian products, it’s pretty easy to miss something.

For me, this looks like native behavior. The “Cancel” transition is setting a resolution, and that is what triggers the native Request resolved notification.