Receiving notifications on own replies – not only when we reply or is tagged

[Kenneth Ejner Schläger]

Hello Atlassian Support,

We have a customer who, since September 22nd, has started receiving notifications for her own replies on tickets she created with us – not only when we reply or is tagged.

In our current setup, the notification options appear to be “all or nothing,” and we don’t see a way to fine-tune this behavior.

Could you please confirm if there have been any recent changes to the notification logic, or if there is a way to configure it so that users do not receive notifications on their own replies, but still get them when others respond?

Thank you in advance for your help.

Best regards,
Kenneth

[Gor Greyan]

Hi @Kenneth Ejner Schläger

Could you please check whether the "Exclude person who caused the action" checkbox is set or not in the Customer notifications section?

You can check it through the attached screen.

Also here is the docmentation for the Notifications.
https://confluence.atlassian.com/servicemanagementserver/managing-service-project-notifications-939926348.html?utm_source=chatgpt.com

[Valerie Knapp]

Hi @Kenneth Ejner Schläger , thanks for this. Did you post a similar thing a few days ago? I would also reach out to Atlassian about this, especially, as you say, if it is only happening with one person. You can open a support desk ticket here - https://support.atlassian.com/contact/ 

Best wishes