Customer Notification (on comment added) AND automation (on comment added) - do you receive both?

[William Lorenz]

I have customer notification set up and it works as expected.  I want one specific issue type's comments to be shared with a different/larger audience (beyond the limited options in customer notifications).  My question is not about how to create the automation, I can create that fairly easily.

My question is:  Does one "trump" the other (ie, automation fires first, then customer notification won't fire?) or will the customer receive two email responses?

If two, I would have to:

1) turn off the customer notification

2) create the automation for the issue type I want to share comments with a larger audience

3) create another automation to handle all the rest of the issue types with a more limited audience.

[Brant Schroeder · Accepted solution]

@William Lorenz The customer notification and the automation notification run independently.    So if you have an automation that sends a notification on issue created and the customer notification is turned on for the issue created the customer will receive two emails.    What you explained would be what you need to do if you do not want customers to receive two email notifications.  Using automation in this way you need to think about the automation limits (https://support.atlassian.com/cloud-automation/docs/differences-between-automation-in-jira-server-and-jira-cloud/):

• Free plan: There is a limit of 100 executions for all global and multi-project rules.

• Standard plan: There is a limit of 500 executions for all global and multi-project rules.

• Premium plan: There is a limit of 1,000 executions per user per month, pooled across all users and products. For example, if you have 200 users in your Jira Cloud Premium license, then you’ll have a limit of 200,000 global/multi-project rule executions per month.

You might also think about using an app like JEMH https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?tab=overview&hosting=cloud that allows for more flexibility and customization of emails.