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Service desk customer getting multiple notifications without any status change being applied

Ciara

Hi there,

We are using Service Desk through Jira Service Desk (for us to update) and via our website (for the customer). In the last 2 weeks, most noticably, the client has been getting up to 10 email notifications an hour, when nobody is working on the task. We expect that an email would only be sent if the status is updated.

If you can share any information, that would be great. Many thanks in advance.

Comments

Nic Brough -Adaptavist-

What are the notifications they are getting? Does the history show changes to the issues that would trigger these notifications?

vitaliy zapolskyy

Is there a chance someone created a filter and subscribed user to?

https://support.atlassian.com/jira-software-cloud/docs/work-with-search-results/

see "Subscribe to search results" section

edwin vasquez_f9df79

I agree with Nic, A screenshot of type of notifications of better description will help.

Ciara

Hi,

Thanks so much for your interest and support!

Here is a sample of what I am seeing happening.. nobody is updating the task right now. I was updating it 10 minutes ago.

service desk repetition.jpg

Ciara

Screenshot added.

The multiple notifications showing no content mean they are the same as the previous email..

Ciara

That is a very interesting question. Yes, I definitely have filters, but nothing onthe subscription details..

filter dsd.jpg

vitaliy zapolskyy

Ciara,

Do you have the 'Manage Group Filter Subscriptions' global permission?

Perhaps, impacted user is a member of particular group that is used for filter subscription

vitaliy zapolskyy

Hi Ciara,

is there a chance an Automation rule involved here?

https://community.atlassian.com/t5/Jira-questions/Scheduled-Automation-Automation-for-Jira-Do-not-run-if-no-issues/qaq-p/1288864

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