prevent sending a notification to the customer

[Adrien Lesueur]

Hi everyone,

In our Jira Service Management project, we would like to prevent sending a notification to the customer when a ticket transitions to a specific status, for example:

“Facturé à 100%” (Billing complete)

We’re using a custom workflow, and this status is internal only — customers don’t need to be notified at this point.

What we’ve already tried:

• Disabling notifications globally would affect other transitions, so that’s not an option.

• We saw that in the workflow editor, it’s possible to make a status “not visible to customers” — but we’re not sure if this automatically suppresses notifications as well.

• We’re not using customer-facing request types for these internal steps, but the issue is still technically visible from the portal.

Our questions:

1. Is it possible to suppress the notification to the customer when transitioning to a specific status?

2. Does making a status not visible to customers in the workflow also disable notifications for that status?

3. Is there another workaround (e.g. automation rule, permission scheme, etc.)?

Thanks in advance for any insights, examples or workarounds!

Best regards,
Adrien Lesueur

[Pedro Olmo]

Hello @Adrien Lesueur ,

Here I would play with the functionality that the request types give you through the Status name to show customer option. With this, you can make sure that from one status to the next, the customer doesn’t actually see a change.

For example, in the first transition it goes from Open to Open, so no notification would be sent.

Another option would be to disable customer notifications and handle everything through automation — but be careful here with the number of rule executions you’ll be using. 

Regards

[Adrien Lesueur]

Ok so if get it well, I've to choose a similar name from another workflow status in Jira for preventing a notification to a client ? 

[Pedro Olmo]

Hello @Adrien Lesueur ,

As you can see, in my case from the first transition to the second it still shows the same Open status. This way, for the customer the status change is transparent and no notification is sent to them.

Regards

[Adrien Lesueur]

I forgot, but what is the way to access to your functionality ? 

Thanks in advance and have an end good day 

[Pedro Olmo]

Hello @Adrien Lesueur ,

Within the configuration of your Request types in your JSM project, open the request and go to the Workflow status tab. There you can look for the column Status name to show customer.

Project settings > Request types, inside a request type in the Workflow statuses

Regards

[Marc - Devoteam]

Hi @Adrien Lesueur 

On a request type you have the option customise the workflow statuses, provide the internal status with the same name as customer visible status, this will hide this specfic status from the customer.

Also see here; https://support.atlassian.com/jira/kb/how-to-disable-customer-notifications-for-a-specific-transition/ 

As you mentioned, disabling the default global customer notification is an optin, but this disables all notifications based on status.

And of course automation is always an option.

[Marc - Devoteam]

Hi @Adrien Lesueur 

Yrs, you need to specify the same name for the status not to be seen visible, and the will not trigger a notification.

I mentioned this, and the KB provides this solution as well.

[Marc - Devoteam]

Hi @Adrien Lesueur 

Go to you required request type, and in the request type on top you will see the option "Workflow Statuses"

You will have to apply this to all relevant Request Types individually, this can't be managed on a higher level.