nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

How do I avoid double comment to customer when using notifications?

genevieve.vandenhende

Hi community,

I have set-up customer notifications in Jira. I have amongst others enabled a notification for a status change. However, sometimes a standard text is not enough, and it is necessary to provide more explanation to a customer. When I then type custom text in the comment field, I notice that the customer gets both the template and the text I typed myself.
Is there a possibility that Jira shows the template text when you change the status, but that you can still change it? Or are there other ways to avoid a customer getting 2 notifications?

Kind regards,

Geneviève

Accepted answers

Dave Mathijs

Hi @genevieve.vandenhende

This means that 2 events are triggered:

Public comment added
Customer-visible status changed

You might want to disable either of the two, but then you'll need to make a public comment mandatory when changing a customer-visible status.

All comments

Dave Mathijs

Hi @genevieve.vandenhende

This means that 2 events are triggered:

Public comment added
Customer-visible status changed

You might want to disable either of the two, but then you'll need to make a public comment mandatory when changing a customer-visible status.

genevieve.vandenhende

Hi @Dave Mathijs ,

Thanks for your swift reply. Makes sense. I've tried to disable the public comment notification. However, still double messages appear. This is what I've done:

Changed the status to "in progress" with a custom notification
Works fine - only my custom text appears
Changed the status to "pending" without a custom notification
Now, both the previous status change and the last one appear.

Do you know what is going wrong?

Notifications 2.png

Dave Mathijs

As there are 2 cutomer-visible status changes, there will be 2 customer notifications:

to status "Work in progress"
to status "Pending"

You might consider making these statuses not customer-visible to avoid multiple customer notifications.

genevieve.vandenhende

So you would suggestd to keep the notifications for a public comment, but disable them for a status change?

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira

cloud

notification

jira-service-management-cloud

jira-service-management