How to prevent notification mail, when updating the Importance field

Question

Hi

I have a ServiceDesk setup, where customers can create tickets and we have 1st level support handling all tickets. If it is a bug is it sent to 2nd level.

On 2nd level do we sub prioritize the tickets with the use of the Importance field.

This is to ensure right prioritizing of the backlog.

We do not want the automatic mails sent, when updating the Importance field, as this brings no joy at first level. Especially as we might change the value several times though the processing of the ticket.

So can we deselect this field from the automatic info mail sending?

Best regards and thanks

Bo

Tansu Akdeniz · Accepted Answer

Hi @Bo Schlichting

Notification schemes (Project Settings -> Notifications) are project based. In that page, issue Updated event is listened for any issue update. When any field is updated, e-mail is sent to the people defined there (assignee, reporter, watchers by default). Workaround could be to disable mail notifications for this event and define custom rule to send a mail in project automation.

Joe Pitt · Accepted Answer

Another work around would be to only change that field through a transition going back to the same status and create a custom event to fire at the end of the transition that only send the notification to internal users, not the customer