Jira notifications for specific transitions

[Muhammad Bilal]

Hi,

I have a problem with the email notification for a specific transitions that i want to stop the notification to not send via email to my customers. In fact that specific transition is name as "IN PROGRESS'' i want this transition to send to my customers only one time. I am using this transition in my workflow three times with different status. Work flow attached in the screen shot to understand more. I have tried a lot of things to manages it done. But could not find the proper solution. P.S i can not edit my workflow as it has been provided by my client. Please help me ASAP. 

I am writing more steps of the image i am attaching.

Image 1:- The ticket is open and it is IN PROGRESS. OK now in this phase i want the notification via email to send to my customers that your ticket is in progress. 

Image 2:- Every thing is OK at this moment no problem for the notification. The status is in PENDING CUSTOMER and is in PROGRESS. Image attached. 

Image 3:- Now when i want to click the IN PROGRESS button to change the status to go to other status --- Issue resolved. This time i do not want my customer to receive the notification for the IN PROGRESS status. Image attached. 

I hope i have mention everything in detail. Looking forward for the answer ASAP. Attaching my workflow also.

[Muhammad Bilal]

Hi, @Peter Bengov 

I tried to resolve the issue myself and would love to share the resolution.

Made a custom notification with the JQL query ( Status = OPEN AND statusCategory = "In Progress") the notification is only send now when the ticket is OPEN and the status category is IN PROGRESS.

Have a great day.

Regards

Muhammad Bilal

[Peter Bengov]

Can you share a screenshot of the post function of that transition you don't want any notifications to fire? Thanks 

[Muhammad Bilal]

Hi,

Thank you for the answers @Peter Bengov

Well i have tried the FIRE EVENT POST FUNCTION. I followed this document. Still no success. It does not work at all. 

https://community.atlassian.com/t5/Jira-Service-Desk-articles/Disable-email-notifications-for-a-specific-transition/ba-p/919541

The answer for you last paragraph, well In progress is a transition as i said i only want to notify this transition once when the ticket is open----> in progress.  

Pending Editor, Pending IT team is already in my workflow with the step name and the linked status. I have managed to close the notification for these status in the custom notification by disabling the change status event.

If you can give me the step to resolve my problem what i have already said. Would appreciate. Thank you have a great day.

[Peter Bengov]

Hi @Muhammad Bilal 

You list here "P.S i can not edit my workflow as it has been provided by my client. Please help me ASAP". This basically removes your basic ability to control notifications on the workflow level. I hope you get a way to do so, otherwise, the suggestions made here are pointless. 

To fix this I would have removed or changed the Fire Event post function (usually the last post function in each transition). This is the most simple and accurate way to prevent emails from being sent out. 

Moreover, I would suggest changing the transition name from In Progress to more accurate names per each step like Pending Editor, Pending IT team etc. It's very confusing for end users, otherwise, usually.