Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Can I stop a customer notification being sent if there is one already being sent?

Hi All,

I have multiple customer notifications setup to be sent out to the ticket raiser/reporter, these notifications are for mainly when the status changes on a ticket, someone is assigned to the ticket, ticket is open/resolved.

The problem I have run into is when a ticket is completed/resolved the user receives 2/3 emails for each notification, is it possible to set it so that when a ticket is resolved only the resolved notification is sent rather than the status updated notification/resolved notification and comment added notification being sent.

I don't want to have to completely disable the notifications as it will be useful for users to see when a ticket status has changed/comment has been added etc. Is there basically a way for one of the notification to take priority?

Cheers

Harrison

1 answer

0 votes
Brant Schroeder Community Leader Apr 21, 2021

@Harrison Drew Welcome to the community.  

You could disable the customer notifications that are giving you issues like status change and closed.  Then create a custom notification that incorporates the logic you want to only send a single email to the customer.  

Capture.PNG

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,492 views 20 12
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you