Prevent JIRA and JIRA Service Desk from sending 2 emails for each event

Question

Does anyone knows what mechanism JIRA Service Desk uses to prevent the regular JIRA notification from firing?

We have a setup that catches issues that are created from email, and adds the proper "Customer Request Type" field, which makes them into valid Service Desk issues, so they show up in the customer portal and get the service desk formatted emails.

However, these issues also send the regular JIRA event emails, while issues that are created from the portal do not. So what's the magic?

Olivier Ozoux · Answer

So if the reporter also happens to be a regular JIRA project user, then they would be receiving 2 emails, one from the default JIRA notification settings and the other from the JIRA Service Desk settings? Is there anyway to change the notification settings to silence the regular JIRA one in these cases?

Cortland Bolles · Answer

Been doing a lot of testing with the new release and we aren't having this problem, only one message goes out to the reporter.

Depending on who responded and the service team user settings, regular Jira notifications go out to the service team members.