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Can you disable notifications for one JSM customer?

Ben Settle_uejomf

Hi there,

Is there a way to disable/ mute all notifications for one customer in Jira Service Management?

A couple of our customers are 3rd parties who use different ticket systems. When they log a ticket with us, we want to ensure notifications for them are turned off so we don't inadvertently raise a ticket on their system. Notification examples include "We've received your request", and "There have been updates to your ticket" - we must ensure non are sent to these specific customers.

Most customers are internal employees requesting IT support, who still require notifications.

Kind Regards,

Ben

Accepted answers

Marc -Devoteam-

Hi @Ben Settle

Based on the default customer notifications in the project no.

You can disable the default notifications, and create automation rules that provide the communication based on actions.

In an automation rule you could set a condition to not sent when reporter is that certain customer

All comments

Marc -Devoteam-

Hi @Ben Settle

Based on the default customer notifications in the project no.

You can disable the default notifications, and create automation rules that provide the communication based on actions.

In an automation rule you could set a condition to not sent when reporter is that certain customer

Ben Settle_uejomf

Thanks Marc.

Please can you provide an indication for how complicated/ time consuming it is to manually configure the notifications?

Is there an easy way to manually configure automation notifications to match the default scheme?

Ben

Marc -Devoteam-

Hi @Ben Settle

This all depends based on the workflows you are using and when you would like to sent out notifications.

It depends on your knowledge on automation, On my first try it took my several days to create the rules and of course maintenance needs to be done on these rules if changes are made to the JSM project, that could impact the automation rules

Ben Settle_uejomf

Thanks @Marc -Devoteam- ,

If we created the user a licenced Jira account, can they disable default notifications?

Thanks,

Ben

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