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We've recently started using the next-gen Jira service desk.
In most cases, we want to send a notification/email to a user when we close an issue.
but in some cases, can we close an issue without sending a notification to the end user?
Previously, (in the classic service desk), we would simply change the reporter but with this new notification 'bundle' that JIRA Service Desk is using, it doesn't seem clear as to how it exactly works.
I wouldn't want the user to be advised the are no longer a reporter on the issue they created.
Thank you for reaching out to Atlassian Community!
Currently, it's not possible to disable notification for an specific ticket. If you don't want a customer to receive a notification for issue resolved, you need to disable the notification on Project settings > Customer notification and disable the "Request resolved". This setting will affect all tickets, so it's important that you disable before resolving the ticket and then enable it again.
Customer won't receive notification if you remove them from the reporter field.
One way to achieve not sending a "resolution notification" email for a specific ticket/issue is to add a new transition to the workflow (I called mine "Silent Resolution") and then add a Post Function that sets the Resolution to "Done." Place this new post function below the "Fire a Generic Event event that can be processed by the listeners" standard process (which is usually the last process). This prevents other system events from being triggered after the resolution is set.
Now when I go from one status (that offers my new transition) to another, no email is sent to the Reporter.
This allows me to leave the "Request resolved" notification enabled for all other issue resolution transitions.