How can I configure emails in JSM projects properly so my team doesn't receive duplicate emails?

Question

I've got an internal-only JSM project designed for internal team members to create tickets related to our enterprise applications. In this JSM, we added everyone with a Jira license (jira-software-users) as a customer to the project. We did this because we want all team members (other than my direct team) to create tickets using the portal instead of Jira Software for this project and it was easier (less maintenance) to add all users as customers.

I have my notification scheme configured to send e-mails to "Requested Participants" when a comment is added to a ticket.

I also have a similar rule configured on the Customer Notification side because I want any requested participant to be e-mailed when a comment is made if they are not part of my team.

For example, a co-worker creates a ticket requesting permission to an enterprise application. If they add my director and I as a requested participant on the ticket, and then add a comment to that ticket, my director and I receive two e-mails. I don't want this to happen.

Is there a way to configure the Notification Scheme and/or the Customer Notification so my team won't receive multiple e-mails for the same change or comment?

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My initial solution/idea was to remove all references in the Notification scheme and rely on the Customer Notification configuration. Also, we do use ScriptRunner, so there is a possibility that I remove all notification and customer notification info and rely on SR. However, this is not an ideal solution in the event we stop using ScriptRunner.

Can anyone think of a better solution?

Thank you!

Jeramy · Answer

@Stefan Stadler - Thank you for taking the time to respond. If I remove requested participants from the customer notification, I have team members who complain about not getting the e-mails. Oy vey.

I'll have to look into the e-mail batching. That might make things a little easier.

Thank you.

Stefan Stadler · Answer

Hi @Jeramy

as far as I understand, you get multiple emails because of two events happening:

1. Sharing the issue with you

2. Commenting on the issue

Jira by default will send every change a separate mail.

What you can try to do here is using batched emails instead of separate emails. That way, Jira will "collect" the mails for a certain amount of time and will send it out as one mail after that. I think configuration reaches from 2min to 10min of batching time. This can be changed at System > Batching Email notifications.

That way, we have been able to reduce our mail load a lot and it might help here as well.

Besides that, I am not aware of any functions to reduce the mail load dynamically. However, you might check your settings in "Customer notifications" and disable "Participant added" to remove this one mail.

I hope this helps in reducing the mail load.

If there are further questions, feel free to let me know!

Regards,

Stefan