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Rule for not including particular email in notification

Richard Morgan_jbt2gf

When a service desk issue is resolved we send an email to the customer, as one would normally do in a service desk project. However, is it possible to make a rule to not send it to a particular customer? The customer in question is not a person, it's a ticket automatically created from another system.

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Angélica Luz

Hello @Richard Morgan,

Thank you for reaching out to Atlassian Community!

On Jira Service Management projects, the customer notifications are applied to all customers. With this said, it’s not possible to disable the notifications for single customers.

There is a feature request suggesting the implementation of this ability:

The Ability to choose specific customers to receive "Customer Notification"

Please, click on vote and also watch to receive updates from the ticket above.

There are workarounds for that in case you are using company-managed projects.

If that’s the case, you can use issue security or move the ticket to a different issue type that will remove the request type (which is what triggers customer notifications).

Configure issue security schemes

If you create a security scheme without the “Service Project Customer - Portal Access” permission, the customers from the ticket won’t receive notifications.

Kind regards,
Angélica

Richard Morgan_jbt2gf

Thanks but I am not finding this very clear. How can I make sure all issues from one particular user are given a certain issue type? And then with configuring the issue security scheme - I am totally lost. But let's first figure out how to change the issue type.

Angélica Luz

Hi Richard,

The issue types are linked to request types.

You said that the ticket is automatically created from another system, so probably it’s always the same request type/issue type that is associated with the ticket that it creates.

If you go to project settings > Request types you can see the issue types associated with request types:

Screen Shot 2021-07-02 at 14.04.51.png

And this is how it shows on a ticket:

Screen Shot 2021-07-02 at 14.06.27.png

The first suggestion I mentioned for the notification to not be sent when closing the ticket, it’s to click on the issue type on the ticket and select another one. Doing that, the request type will be empty and after that, you can close the ticket and the notification won’t be sent.

I believe that the best option is to use the issue security because it’s easier, it’s necessary just to select the issue security before closing the ticket.

To create issue security, go to Cog icon > Issues > Issue security schemes > Add issue security scheme and create one.

After that, click on the new security scheme you created and add a Security Level.

Then, click on “Add”, so you can add the groups and people that will have permissions to view the ticket. You need to add the following groups/roles:

Project Role (Administrators)
Project Role (Service Desk Team)
Group (jira-servicedesk-users)
Group (administrators)
Application access (Jira Service Desk)
Project Role (atlassian-addons-project-access)

Screen Shot 2021-07-02 at 14.51.51.png

After that, go to the desired project and click on Project settings > Issue security > Actions > Select a scheme > Select the scheme you created > Next > Associate.

Once these steps are completed, on the tickets that you don’t want the reporter to receive the notification, you just need to click on the lock icon and select the issue security:

Screen Shot 2021-07-02 at 15.01.26.png

If you don’t see the lock icon, it means that the field is not on the screen, so go to Project settings > Fields > Click on the Screen Shot 2021-07-02 at 15.07.05.png icon > Search for Security Level > Screen and add to the screens > Update.

Screen Shot 2021-07-02 at 15.00.53.png

Kind regards,
Angélica

Richard Morgan_jbt2gf

Thanks. I followed your instructions, but the lock icon does not appear. The ASP: Kanban screens you have in your screen shot were already selected. I added the Jira Service desk one and clicked update. But the lock icon does not appear.

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