nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Can we disable "public comment added" notification in JIRA Email this Issue?

RBR_jtaylor

We are using JIRA email this issue, and when a customer emails from the outside for the first time we let them know that we have received their request. Now when they reply to our first comment and all subsequent comments they are receiving a notification kicked off by the "Public comment Added" notification.

Is it possible to disable this customer email notification?

Accepted answers

Tibor Hegyi [META-INF]

Hi all,

We had a screensharing session with Greg and identified the issue. What happened was that if a customer sent an email as a reply to a former notification, the comment was added to the issue as expected. However, the Public Comment Added notification was sent back to the email sender with the comment text.

So the customer just received a notification on his own email.

We will improve this and make sure that customers will not receive these emails back.

PS: Jeti notifications respect "My changes: do not notify me" profile settings, but you can configure it to ignore the preference.

Tibor

All comments

Jack Brickey

@RBR_jtaylor, welcome to the Community. Yes you can certainly do this but I would caution against this as the purpose of the public comment is in fact to share w/ the customer. With that said...

project > Project Settings > Customer Notifications > Public comment added

edit that rule and at the bottom click to disable it.

RBR_jtaylor

Thanks for the prompt reply!

I have tried this, but as you said it no longer shares our public comment with the customer.

What I am looking to do is to stop the email that the customer receives when they respond.

Jack Brickey

Jon, so that i'm clear here are you saying that the customer receives a notification for a comment added when they are the one that commented? This should not be the case. If so, can you please do the following and tell me what you see? Note i'm on cloud so there likely is a different behavior here.

go to the view issue screen of one of the issues you are seeing this behavior on
from the "Admin" button at the top (may not be there on server) select notification helper
enter the customer's name and choose commented

what are the results? Hopefully you have Notification Helper capabilities.

RBR_jtaylor

That is correct.

In this test, I am writing in from my personal email.

Screen Shot 2018-08-16 at 5.28.28 PM.png

Bastian Stehmann

Hi @Greg Johnson anders @RBR_jtaylor,

It is some time ago that I used JETI, but if I remember correct, you can configure your own notifications in JETI, which are completely independent of all other configurations. Can you please check if you have configured something there.

Greg Johnson_jw70w2

@RBR_jtaylor said "Jira email this issue" but we guess the more common name is simply "JETI" - so yes, we have disabled all JSD Customer Notifications and are relying on JETI to handle all of them.

It appears that this behaviour is something no-one else has seen. We will try creating a new Jira project, adding JETI, and seeing if it goes away.

Thanks to all for your help!

Jack Brickey

It would also be interesting to disable JETI and see if the notification occurs. I would also suggest reaching out to the Author of the addon for their thoughts

Bastian Stehmann

We did not had exactly this problem when we used JETI, but problems with JETI Notifications were quite common, as they are very complex to configure and especially when using them in combination with Jira SW / SD notificiations, there were quite often dublicated notifications.

So, if you configure a new project, make sure there are no defaults or configurations without an project, so that you can exclude this from your possible problems list.

Edit: Something that I just comes into my mind. If I remember correct, JETI notifications ignore (or at least can ignore) the "Don't notify me on my own changes" Setting in the User Profile. Can you check, if you configured that correct.

Tibor Hegyi [META-INF]

Hi all,

So the customer just received a notification on his own email.

We will improve this and make sure that customers will not receive these emails back.

PS: Jeti notifications respect "My changes: do not notify me" profile settings, but you can configure it to ignore the preference.

Tibor

Greg Johnson_jw70w2

Thanks @Tibor Hegyi _META-INF_ - useful call. Is there a timeline for when this will be fixed?

Tibor Hegyi [META-INF]

Well, it will take a while now, but we include the fix in the next version most probably end of September.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

server

jira

jira-service-desk

jira-server

jira-service-desk-server

addon-com.metainf.jira.plugin.emailissue