Creating a status that does not notify the reporter

[Brendan O'Brien]

Our school system's helpdesk in Jira Service Management has numerous tickets that have been open for over a year. We would like to create a status in the helpdesk that will close the ticket without notifying the reporter to avoid confusion, as they may not remember the issue. Is it possible to create such a status within Jira?

[Claudio Gonzalez]

Hi Brendan.

If is for one time, you can:

1. Edit "Notification Scheme"

2. Select "Issue Closed" and deleted "Reporter"

3. Find all tickets to closed and make bulk operation to that.

4. Enable "Reporter" into  "Issue Closed" option.

[Mikael Sandberg]

The notification scheme in JSM only applies to agents and other internal users that have access to the project, not customers. If you want to turn off the notification on status change you have to go to Customer notifications and disable customer visible status changed.

This will do the same thing as adding a new status in the workflow and set it to an existing customer visible status.

[Mikael Sandberg]

Hi @Brendan O'Brien,

Welcome to Atlassian Community!

Yes, it is possible to hide statuses from the customer by giving the new status the same name as an existing one. See Customize the workflow statuses for a request type for more information.

[Jack Brickey]

This is the oddest thing. I’m trying to wrap my head around it. I’ve always avoided trying to duplicate anything like custom fields but particularly statuses strikes me odd. It feels like this would create a lot of confusion internally. I guess it feels like a hack but then Atlassian specifically offers it as a solution…hmmmmm