Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How to avoid customer notification from status change when he comments a case waiting for him.

Edited

Hi,

 

We have the following flow in Service Desk:

ScreenHunter 748.png

And an automatic rule to set "To Do" for the following case:

ScreenHunter 750.png

The idea is set the case to "to do" back once the Customer adds a comment.

 

This is working fine...

But in the notifications, there is the following rule:

ScreenHunter 751.pngto inform the customers about the new status.

 

1 - The rule is triggered when the Customer adds a comment. --> OK

2 - The automation change the status from "Waiting for Customer" to "To Do"  --> OK

3 - Notifications (status changed) sends an email to Customer --> I Want to remove/do no send this notification. The Customer does not need to receive an email about his action.

 

I already tried this option with no success:

ScreenHunter 850.png

 

How can i do it?

 

Humberto

1 answer

No one to help on this?

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
SERVER
TAGS
Community showcase
Published in Jira Service Management

Submit your Jira Service Management use case and win!

Hi everyone - in case you haven’t heard, we’re hosting the show of the century on November 10th: High Velocity: ITSM World Tour.     This virtual, concert-themed experience...

275 views 1 10
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you