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Close an Issue without Notification

Hi All,

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.



4 answers

1 accepted

0 votes
Answer accepted
Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Sep 09, 2019

Hi Sam,

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.


2 votes
I'm New Here
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Jul 21, 2023 • edited

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.

Transition - Silent Resolution.png

This allows me to leave the "Request resolved" notification enabled for all other issue resolution transitions.

Customer notifications - Request resolved.png

Great tip! Worked for me! 

It is so annoying if you email with partners and keep re-opening each others tickets after resolution notification... 

Removing report is very prone for error and also makes it impossible for the reporter to find their ticket in the portal again.. 

I think it is important to have this ability to choose whether to send a notification or not. Are there any plans to implement this in the future?

Hi Gintaras,

Just letting you know, we remove the reporter against the issue and then close.

You can change back to the original reporter once the issue is closed if you wish.

With these steps, the user does not receive any notification. 

This might get you by for now.

Like # people like this

We use it the same way, but nevertheless anno 2022 this should be possible like it is possible in many other.

Like Pim Vincentie likes this

I've set this option exactly like what you sadi but the customer still receiving the message on his email:

Here's what the client receiving:

"Support Team changed the status to Resolved."

is there any suggestion?

Maybe the settings > Customer notifcations > Request resolved switch off the  Send notification on ticket resolution. 

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