Configuring notifications for Internal Comments in Jira Service Desk

[Laura]

Hello,

I am currently using Jira Service Desk v2.5.9 as an add on within Jira Server v6.4.2. Is there a way to configure notifications on service desk tickets to NOT notify the reporter(aka customer) whenever an internal comment is made by a service desk agent WITHOUT restricting their ability to see and be notified about public comments?

Thanks in advance,

Laura

[Bastian Stehmann · Accepted solution]

Hi @Laura,

A customer should not get any  notifications about internal comments, unless it is also a Jira user. 

If the customer is a Jira user, you can configure the notifications within the notification scheme for your project.

[Laura]

Anyone in our company that has access to create a Jira service desk ticket as a customer is also a Jira user. I found this article https://community.atlassian.com/t5/Jira-questions/Email-notifications-are-currently-being-sent-out-to-JIRA-Service/qaq-p/238135 that is the same question I have. There was not a resolution to this issue that works the way I want it to at the time, which was 2 years ago, and the last comment mentioned that the functionality those people were looking for was on Jira's roadmap. I just can't find any documentation on how to configure my service desk to make this work if it's already been implemented. Is there any documentation you could point me to that describes how to change the settings to do this?

[Bastian Stehmann]

Hi Laura,

To edit the notification scheme, that is used for Jira users and notifying also for internal comments,  have a look here

https://confluence.atlassian.com/adminjiraserver/creating-a-notification-scheme-938847330.html

For the Jira Service Desk notifications,  that will notify for public comments only, have a look here

https://confluence.atlassian.com/servicedeskserver/managing-service-desk-notifications-939926348.html

[Laura]

Thank you @Bastian Stehmann! These are great articles. I appreciate the help!