How can I not send any emails to the requestor when they create an issue under certain request type?

Question

What I am attempting:

One project, 2 request types. 1 request type will act as normal, and send the email notification to the requestor: "We received your issue..." but if they come in through the other request type, no such email is sent.

Why:

I would like to receive both requests from team members AND vendor notifications in this project. Certain vendor emails will open issues with the vendor if you reply to them. And then this could create a issue creation loop. i.e. my "We received your issue..." notification opens an issue with the vendor which I would not like to happen.

Pavol Gočal_66ch29 · Answer

I agree. This might not be the best practice. Unfortunately, I cannot think of another solution so maybe someone else from the community might react and help you :)

Tyler Giles · Answer

So I have thought of this, but I was hesitant to disable these notifications as they seem like such a huge part of JSM. I figured that would not be the best practice.

Pavol Gočal_66ch29 · Answer

Hello @Tyler Giles

you can disable associated customer notifications ("Request created" sends confirmation email to the customer) and then create automation to check for a new issue created in your JSM project, that has "Request Type" field equal to "Emailed request" and then use "Send email" action.