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Is there an automated way to add a group of external customer contacts (ie Their Helpdesk team) to a JSM case but only so that they have access to view the cases if they needed to? They do not want to be notified every time a case is created, updated, closed etc.
We are already using Organizations for grouping Helpdesk members together, but this generates notifications and in this particular instance, we would like to supress the notifications.
Thanks in advance
Hi @Paul Terry,
As @Jehan Bhathena suggests, customer notifications are indeed managed from project settings > Customer notifications.
If you edit each of these notifications separately, you will find yourself on a screen where you are able to choose who should be notified:
The default setting notifies customers involved, which includes both the reporter as well as request participants. If you update this to Reporter (customer) only, only the original creator of the ticket will receive said notification going forward. Request participants will no longer receive them, which seems to match your use case.
Hope this helps!
Hello @Paul Terry ,
In JSM we can control the customer-notifications via the settings, https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/
Wasn't able to find details documentation for this but from my understanding, updating these settings doesn't disturb the internal team's notifications that we set using the "Notification Scheme"
Hope this helps :-)