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Customers notifications

Muhammad Bilal_r2rxjd

Hi,

I have a question related to the customers notifications: i have set the auto message for the status when the ticket is OPEN - DONE - RESOLVED an auto email will be send to the customer. But i need to remove the notification for my other status which is for example Pending MNO, i do not want them to get the email when it is in pending MNO.

Let me know how to stop the notification for the status.

Accepted answers

Angélica Luz

Hi Muhammad,

Thank you for reaching out to Atlassian Community!
The customer receives notification for all status that is visible to them in the customer portal. For them to do not receive notification for "Pending MNO" you must go to Project Settings > Customer notifications and disable the "Customer-visible status changed", then they will receive only notification when the ticket is created and when it's resolved.

Regards,
Angélica

All comments

Angélica Luz

Hi Muhammad,

Regards,
Angélica

Muhammad Bilal_r2rxjd

Hi Angelica,

Perfect, thank you for your answer. It worked

Regards

Muhammad Bilal_r2rxjd

Hi Angela,

I want them to see the three status as per my work flow. Issue created, issue in pending and issue resolved. The remaining status that is for example Pending IT TEAM, Pending Customer and Pending MNO. I don't want them to get the notification for these statuses.

Angélica Luz

Hi Muhammad,

You can create an automation for the customers to receive an email for another status that is not Issue created or Resolved.
Screenshot 2019-03-01_11-03-34.png

If you have any other question, please let us know.

Regards,
Angélica

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