How to prevent a transition from notifying a SD customer


I would like to create some transitions without any notifications for service desk customers.

For example, a specific transition to resolve or close an issue that would not trigger any notification to service desk customers.

Other transitions should continue to notify service desk customers.

Is there a way to achieve this ? Maybe by adding a property for the transition ?

Thanks in advance


1 answer

0 votes
Susan Hauth Community Champion Oct 24, 2017

Hi Guillaume,

That's a bit tricky.  First of all even if you turn off customer notifications Service Desk will always notify the reporter when the issue is resolved (e.g. when the resolution is set).  So not sure how to get around that.

Alternatively you can turn off notifications and then just use Automation to drive the email notifications on the events you want to notify on.



Suggest an answer

Log in or Sign up to answer
Community showcase
Asked Dec 06, 2018 in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...

252 views 1 6
View question

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you