Turn off notification per ticket per individual customer from Service Desk portal

Problem:

In order for a customer (not reporter/creator of a ticket) to be able to view the content of a ticket, the ticket needs to be shared with the cusomer. However, as soon as the customer is added as participant of the ticket (ticket is shared with her) she receives email notifications for every public comment that is added to the ticket or status of the ticket is changed.

Expected Solution:

How an individual customer (user) can turn off notification from the Service Desk portal for single ticket while she remains the watcher/participant of the ticket?

1 answer

0 vote
Jack Brickey Community Champion Aug 29, 2017

@Arsham Mazaheri, i'm confused by your expected solution. The purpose of Watcher is to get notifications of updates. If you were to turn off notifications they would no longer be a watcher. You can't be a watcher and not receive notifications. Maybe I'm misunderstanding you goal here.

@Jack Brickey actually my clients need to be the watcher of a ticket if they want to be able to see a ticket in their portal otherwise they cannot find the ticket in "All reuqest" list of tickets.

So they want to be able to view a ticket whenever they need to, but not to receive all the notifications from the activities in the ticket. This is mainly the case for the managers who want to be able to view the progress in the reported tickets by their team but not to be involved in the discussion so not really needed to receive the notifications.

If there is any other way to be able to view a ticket in Service Desk poratl but not be "watcher" or "participant" of a ticket, then that may help also.

Jack Brickey Community Champion Aug 31, 2017

@Arsham Mazaheri, yes if you want all clients w/in a given Organization to be able to view the issues that have been created by someone w/in the Organization then ultimately need to be a watcher. You may be able to adjust the Customer Notifications to get limit the notification to meet your desires. 

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

1,159 views 2 14
Read article

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