Remove automatic responses from the portal in Jira Service Management

Lihana Paola Vasco Cardenas

I need to remove some of the automatic responses from the portal, as they are transparent to the client. According to Jira documentation, it is stated that the automatic response from the portal can be removed by disabling this function later in the workflow: 'Update the issue change history and save the issue to the database.' However, when accessing the workflow, I am not allowed to remove this function. I would like to know if there is another way. I’ve been told it can be done through a Script Runner, but I would like to know if anyone has another option.

Vignesh Jayagopal

Hi @Lihana Paola Vasco Cardenas You are trying to disable the email notification to customers during issue transition?

In that case, you can navigate to Project Settings-->Notification-->Customer Notifications-->Disable the "Customer-visible status changed"

This will stop the notification to customers during issue transition.