How to stop modern Automation from sending emails on successes - even after I tell it to stop?

Question

Hi!

I started a project without the automation that changes the ticket status from "Waiting for support" to "Waiting for customer", so I created my own, and it works great.

Unfortunately, every time the automation does work, it sends an email to all participants on the ticket that the automation has succeeded, in addition to the notice email of the ticket status change.

In short, I do not want the automation to send emails to everyone on the ticket that it did its job successfully. I want the automation to ONLY send an email to me (the project Admin) if and when the automation has an error on running.

I've found other answers, but they pertain to the classic JIRA UI/framework, and they don't work with the modern UI/framework.

Thank You kindly in advance and be well!

Alejandro K_ Brown · Answer

Sorry for my delayed response.

I'm new to JIRA "engineering", making it work the way our company needs it to.
If the above is a standard project notification and not an automation notification, then this specific project notification is what we'd like to curb.

I say specific notification, because we would still like the project notification to email the support member when the ticket has been closed or reopened by the customer

If there a way to accomplish this? Stopping notifications from specific status changes and not others?
Thank You kindly and be well!

Alejandro K_ Brown · Answer

Hello and thank You both for your comments.

I'm going to include 2 examples from the 2 different projects: the one from the service management project with the "built in" status flipping automation, and the 2nd from the other project I had to build the status flipping automation into.

After getting an email ticket for both, as the support team member I reply to both:

1) the service manager project sends me no update email letting me know the status has changed from "waiting for support" to "waiting for customer".
2) the other project sends me an email from
"Automation for Jira (Jira)"<jira@(companyname).atlassian.net>
with an email that looks like the screenshot I originally sent, telling me the status has changed from "waiting for support" to "waiting for customer".

Both projects have the "Public comment added = Enabled" in
Project Settings > Notifications > Customer notifications
** Every other customer notification is Disabled in the 2nd "not service" project.

So, how to I stop the 2nd project from sending this extra email to the support team telling them something they already know because they just responded to the customer?

Thank You kindly in advance and be well!

Jonas Moehringer - ij-solutions · Answer

Hey @Alejandro K_ Brown

Welcome to the community!

Can you post a screenshot of such a success email from Jira automation? As Mathew said, the one you included in your question is a standard project notification.

I only know the emails when an Automation fails, so I am wondering how a success email looks like.