Why do I receive a notification when issue changes it state?

[informaticaccpe]

Hello,

I have modified my default notification schema to notificate only when a Issue is resolved, is commented or is created. But despite of this my clients receive a notification when the issue change its state from example from "Waiting for support" to .

A "Generic event" is launched in every transition. But as you can see in my notification scheme "Generic event" hasn't notifications enabled.

What Am I doing wrong?

NotificationSchema.jpg

[Udo Brand · Accepted solution]

Take a look at that transition where you received a notification from. Look which event is fired in that transition.

[Udo Brand]

And which event is fired in all those transitions?

[Udo Brand]

Yes, I see. Seems to be a default setting for Service Desk, see https://confluence.atlassian.com/display/SERVICEDESKCLOUD/Managing+service+desk+notifications#Managingservicedesknotifications-Whoreceivesservicedesknotifications

[Udo Brand]

So you have beside your JIRA notification also Service Desk notification enabled.

[Udo Brand]

See following note to circumvene those notifications: https://confluence.atlassian.com/display/SERVICEDESKCLOUD/Managing+service+desk+notifications#Managingservicedesknotifications-Notesonservicedesknotifications

[Timo Pitkäranta]

I suggest you to go to vote for following feature: https://jira.atlassian.com/browse/JSD-914 Notification schemes do not affect customers

[Udo Brand]

Good point Timo, thanks

[informaticaccpe]

Chaging the status name works, It's an ugly workaround but it works. Thanks for your help!

[molly park]

Hi Marc,

I reported this issue also.  Please vote for my request to have this fixed.

https://jira.atlassian.com/browse/JSD-2009

[molly park]

And here's my original request. https://support.atlassian.com/servicedesk/customer/portal/3/SDS-5988