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Confirmation email is sent to everyone. How to stop this?

Marios Theodoulou February 27, 2024

Hi all,

 

When a request is raised the confirmation email is sent to everyone in the organisation.

How can I isolate this and the confirmation email is sent only to the requestor?

 

Thank you in advance for your support.

 

Kind regards,

Marios

1 answer

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Dan Breyen
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February 27, 2024

Hi @Marios Theodoulou welcome to the community! If you're the System Administrator, the first thing I would check is looking at Settings (The Gear) / Products then under 'Jira Service Management' on the left hand side, select 'Configuration'.  There should be a question under 'Organization management': "Should new requests automatically be shared with a customer's organization?" This is probably set to 'Yes' on your site.  Turning that off should change the emails going out.  I believe this is on by default.

Hope that helps.

Marios Theodoulou February 27, 2024

Hi Dan,

 

Thank you for your support!

 

One clarification thought, what's the difference between what you described and the option below:

If you go to your Project Settings > Customer Notifications > Organisation Added -  Disable the notification

Thanks,

Marios

Dan Breyen
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February 27, 2024

It's my understanding that other option is used when the user uses the 'Share With' option and choose their Organization to share with.  You can turn off that functionality so the emails won't go out if the user chooses to share with their organization. 

The configuration option does is Automatically, the second option under 'Organization Added' is a choice the reporter makes.

Marios Theodoulou February 27, 2024

Great thank you, so I understand that by disabling both features:

1) emails wont go to all the organisation member but instead only to the requestor

2) requestor wont be able to choose to share with all organisations the issue

correct?

 

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