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Notifications turned off but customer still gets notification on custom resolution type

We've created a custom resolution called 'Mute Resolve' the aim of this is to close tickets without sending any notifications to anyone, and can transition from any status. This is along side our normal resolution types which are pretty much the stock resolutions.

However, i've turned off all the notifications for this custom resolution from any other status and yet the reporter still receives and email notification when a ticker is mute resolved. Even when i use the 'notification helper' tool it says that no one receives notifications for this transition (tried from every status) but they still do so even this tool is not picking something up. I've looked everywhere and can't find a reason why this is happening.

Anyone got any ideas how to achieve this? Is this even possible? Note i do NOT want to turn off all notifications which i know you can do - only when this custom Mute resolve  resolution is selected by the agent. Essentially what i want is an option for an agent to not send notifications when i ticket is resolved.

 

Thanks in advance

2 answers

0 votes
Tansu Akdeniz Community Leader Jul 08, 2019

Hi @Lewis Perrin ,

However, i've turned off all the notifications for this custom resolution from any other status and yet the reporter still receives and email notification when a ticker is mute resolved.

How did you turn off?

There are two notification section for service desk project.

  1. SD -> Project Settings -> Notifications
  2. SD -> Project Settings -> Customer Notifications

Tansu

Hi @Tansu Akdeniz 

I use 1. Notifications, there is no stakeholder set in the notification thus no one should get any notification when this even occurs, but the reporter still does.

I didn't do the second option as this would turn it off for all resolution types, which i don't want.

Thanks,

Lewis

0 votes

Hi Lewis,

In Jira Service Desk, even if you turn off all the customer notifications, when an issue is resolved (resolution field is set) it will still send out a customer notification to the reporter.  I do not know of any workaround for this hard-coded built-in feature.

Hope that helps

Susan

I suspected this might be case and if so It's annoying the notification helper tool tells you the reporter won't receive when in fact they do.

Also does disabling the following: SD -> Project Settings -> Notifications -> Issue Resolved  
not  turn off ALL 'Issue Resolved' notifications? I haven't tried this because it wouldn't do what i wanted anyway but just curious.

It's annoying there's no way to do any kind of exception rules in JSD, even with third party plug-ins, from what i've found anyway as this would solve my problem.

Hi Lewis,

I think that Altassian wanted to ensure that at a very minimum a reporter would know when their request was resolved.  Annoying yes.

If satisfied with my answer please "accept"

Thanks

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