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Cusotmer recieves internal notification

Good day

I have an error occuring in my instance, which I cannot figure out by myself (and can't even figure out why it might happen), so I ask the community.

the problem is: customers recieves jira's internal notifications' on internal comment

See the screenshot

  1. this is defenitely a customer's email
  2. this is defenitely an internal notification (it looks like internal notification!)errorshot.jpg

Looking forward for any advice, thanks in advance!

  • Jira v8.2.5
  • JIRA Service Desk Application v4.2.5 

PS I've checked with Issue notification on Issue commented Event and it says the reporter recieves notifications on comments (as it should be)

But not customer recieving internal notifications!


Screenshot_2.png

1 answer

0 votes
Artur Moura Atlassian Team May 23, 2022

Hi @Катя Годнева ,

Thanks for your question.

Is the customer being mentioned in this comment? If it is, even though it's an internal comment, the customer will be notified.

Hello, @Artur Moura ! Thanks for the tip!

But no, in that case - no, customer wasn't mentioned in this comment

 

I suspect it might have to do with automation plagin..

Artur Moura Atlassian Team May 24, 2022

Hi @Катя Годнева ,

Yeah, it might be something related to some automation.

Would you mind sharing the subject of the message in English? 

By the subject suffix, we can try to see the origin of the notification trigger.

In addition, have you tried to see the automation logs? 

Project Settings -> Customer notifications

Like Катя Годнева likes this

@Artur Moura  yes, basically I can.

it says

  • From
  • Sent on
  • to
  • Subject

Screenshot_1.png

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