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Is it possible don't send an update notfication when a customer has added a cooment at a ticket via an e-mail that he has send?
A ticket has the status in progress. One off the request participants sends some additional information.
That additional information is added to the ticket. Due the fact the ticket is updated the event Ticket updated is troggerd and so notifications about that will be send.
Also the to the request participant how added the information.
Because he's added that he doesn't want to receive the update notification.
Is there some optiuon has this can be setup?
We use Jira sevice management Cloud version
Is the individual replying a customer or are they an agent and customer? Sometimes when they are an agent and a customer then they get duplicate notifications due to how the notification scheme is set up. If they are a customer the quick fix is to turn of notifications for transitions.