Service Desk Duplicate E-mails

Leo Adamek

When we work on an issue in JIRA Service Desk, the customer gets lots of e-mails.

e.g.

1. Customer Submits a request
2. Agent adds a comment asking for some more detail
3. Agent transitions the issue into 'Waiting For Customer' status

The customer gets 2 identical e-mails for this. Then after we respond we then have the following

1. Customer Responds to Question
2. Agent transitions issue to 'Open'
3. Agent adds comment to update the customer
4. Agent transitions issue to 'In Progress'

This then sends the customer 3 identical e-mails.

 

Is there a way to stop the customer getting all these duplicate e-mails?

Lindsay Barton

Service Desk customers get an email when they raise a request through the portal, when the request's status changes, when an agent adds a customer-visible comment, and when their issue is resolved.

It sounds like your agents are adding a comment and then transitioning the issue – or vice versa – which, as you point out, sends the customers two emails.

It is generally recommended that agents add comments when they transition the issue. The transition screen will need to have the comment field on it, but by adding the comment during the transition, the customer will get one email.

Another thing to consider is mapping your workflow statuses to request statuses, e.g. mapping "Open" and "In Progress" both to "In Progress." If you do this, then changes between these two statuses will not be made known to the customer.