A Requested Participant but without notifications

Question

Is there an automated way to add a group of external customer contacts (ie Their Helpdesk team) to a JSM case but only so that they have access to view the cases if they needed to? They do not want to be notified every time a case is created, updated, closed etc.

We are already using Organizations for grouping Helpdesk members together, but this generates notifications and in this particular instance, we would like to supress the notifications.

Thanks in advance

Paul Terry_vb4a5e · Answer

Apologies for the late response, but I have only just been able to get back to this.

My customer contacts need to be in one of two groups. One group who will receive all notifications (as Customers involved works now) and another group who will receive no notifications but through the portal would be able to see all calls for their particular company, regardless of who created/raised them.

Obviously, there will be other contacts who are in neither group and just receive notifications relating to their own calls and would only see their own calls in the portal.

Walter Buggenhout · Answer

Hi @Paul Terry,

As @Jehan Bhathena suggests, customer notifications are indeed managed from project settings > Customer notifications.

If you edit each of these notifications separately, you will find yourself on a screen where you are able to choose who should be notified:

The default setting notifies customers involved, which includes both the reporter as well as request participants. If you update this to Reporter (customer) only, only the original creator of the ticket will receive said notification going forward. Request participants will no longer receive them, which seems to match your use case.

Hope this helps!

Jehan Bhathena · Answer

Hello @Paul Terry ,

In JSM we can control the customer-notifications via the settings, https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/

Wasn't able to find details documentation for this but from my understanding, updating these settings doesn't disturb the internal team's notifications that we set using the "Notification Scheme"

Hope this helps :-)