How to disable transition notification?

Bernard Gorman

Hi,

We are running JIRA Service Desk 2.5.2 and JIRA 2.5.2.

By default, we are receiving emails for the following workflow state changes:

                                 Reporter             Agent

Open                                                   Yes

Confirmed                 Yes                     Yes

InProgress                 Yes                     Yes

Resolved                    Yes                     Yes

Closed                        Yes                     Yes

What is the correct way to disable the confirmed and resolved notifications for both users?

I tried the following steps but they did not work:

1. Cog symbol (top right corner)
2. Issues
3. Notification schemes
4. Default notification scheme
5. Removed current assignee, reporter and all watchers against the relevant events

I changed the event for the confirmed and closed transitions to a new non-active event; this stopped the confirmed and resolved notifications being received by the agent, but not by the reporter (who continued to receive all 4 emails).

Thanks,

 

 

 

 

bernard

Paulo Hennig

Hello Bernard,
Notice that the notification scheme is only available for the users who can access your JIRA instance as your Service Desk Agent.

It seems that the reporter is your customer who only have access to the Customer Portal, so the notification scheme won't be applicable to these users (Service Desk Customers). Please, check in the following link the default Service Desk notifications to your customers for a better understanding:

• https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html