Jira Service desk: Only one E-Mail for multiple actions

Question

Hi,

We have recently started using Jira Service Desk and have a problem configuring customer notifications.

We have currently configured the system so that the customer receives an email if the status of the process changes or a public comment is added.

However, if you change the status and then add a comment, the customer will receive two emails. We would like to send only one email here.

Does anyone have any idea how we can solve the problem?

Shaun Sexton · Answer

have same issue here - would like to just generate one update email if multiple actions are performed in a ticket (ex - assign to new user, add comment) - vs two emails for each action

Bastian Schur · Answer

Thanks @Adrian Stephen for you reply.

The problem is we have 3 cases for which we need notifications to customers:

1) Only a comment added

2) Only status changed

3) Status changed and comment added

For this reason, I can not deactivate any of the cases

Adrian Stephen_q490r0 · Answer

Hi @Bastian Schur

You may tweak the Notification Scheme to remove one of the event notifications eg. Issue commented

For more details please refer to this article:

* https://confluence.atlassian.com/adminjiracloud/configuring-email-notifications-776636790.html