Disable email customer notification for closed tickets

Question

Hello everybody,

we are using Jira Service Desk v4.5.5 (Jira Core v8.5.5) as a on-premise installation in our data center.

I tried to configure that customers do not get a email notification if the ticket will be closed. Most of the customers are confused, if they get this email notification. Because we automatically close tickets if the status is resolved since one week. So they get this information really late.

I tried the following, but with no success:

My Project --> Project Settings --> Notifications --> Edit Notifications

There i deleted the recipients author and all observer for the notification event issue closed (see screenshot).

If i am using the notification helper tool and configure there as the recipient the customer (Brück, Andreas) and the event (closed) i get the confirmation that the customer does not get a email notification (see screenshot). But the customer still get a email notification for the closed event.

I hope anyone could help me please. Thank you very much in advance.

Best regards

Andreas

Andreas Brück · Answer

Hello @Trudy P Claspill

thank you very much for your help. Sorry for my late reply, i was really busy in the last weeks, because of the launch of Jira Service Desk.

What happens if i remove the "Generic Event" in the workflow transition from "Issue Resolved" to "Closed"? I do not know what this functions does and where i can see its properties. Are there any bad side effects, if i remove this post function?

Regards

Andreas

Trudy P Claspill · Answer

Hello @Andreas Brück

Welcome to the community.

Multiple notification events may be triggered by the one action of closing the issue.

If the Resolution field is set during that status transition, the the Issue Resolved event may be triggered and cause a notification.

If the workflow transition includes a Post Function to fire the Generic Event, that event may be causing the notification.