JIRA SM Customer notification - only reporter

Question

Hi

I have configured JIRA SM for customers to create and track requests. The are several customers in the same project grouped in different organisations.

The organisation/customer should share all the requests but I'm trying to force so only the creater/reporter of a request should get notification without luck.

Either the whole organisation recieves all notifications or I need to turn off "Allow customers to share requests with organizations they are a member of"!!!

My question is what is the purpose of setting Reporter (customer) in the customer notification config for ie "request created" process, when still everybody in the organisation recieves all notifications.

Note alternative option except of Reporter is Customers Involved.

How should one solve this nee?

Igor Medeiros - Modus Create · Answer

Hi @Saman Levin

On JSM Cloud, customer notification recipients are limited to Reporter, Request Participants, or Customers Involved. With org sharing on, organization members get pulled in via Customers Involved on every event. There is no native toggle to keep sharing on but notify only the reporter.

For precise audiences (only the reporter, JQL-conditional recipients, per-project schemes), our app Notification Assistant for Jira builds customer-facing schemes without disabling org sharing.

Feel free to reach out if you'd like to learn more.

Tomislav Tobijas · Answer

Hey @Saman Levin ,

Question before we proceed - how does this notification that gets to all members of the organization look like? Are we potentially looking at Organization added notification instead of the created one? 👀

I mean, a full alternative to out-of-the-box customer notifications would be to use Jira automation, but it's still probably better to use native notifications if possible.

Cheers,
Tobi