Is it possible to avoid notification sent from Jira when replying to request’s email notification?

[Jovita Moguleviciute]

The issue is that when replying to a request's email notification (e.g. to add request participants in the cc), the email is added to the activity of the issue as a reply to customer. And because all replies to customer are indeed sent to customer, the email is sent again which causes a customer to receive 2 identical emails: 1 sent via email and 1 via Jira. Is it possible to avoid this without disabling notifications from Jira since it is primarily used for communication?

[Igor Medeiros - Modus Create]

Hi @Jovita Moguleviciute 

If you are still looking for alternatives, our app Notification Assistant for Jira may be able to assist you with this scenario.

It allows you to fully control notification triggers and to select what to notify or not, additionally, you can create your own email templates and schedule notifications as well.

Feel free to reach out!

[Jack Brickey]

Hi @Jovita Moguleviciute , welcome to the community.

Generally, when replying to a Jira notification, you are adding a comment which consists of the body of the email. It sounds like maybe a reply is being done simply to CC others. Is that the scenario that you're concerned with? The reason I ask is if you are replying with a comment, then I would assume you'd want the customer to be notified. Of course assuming that this is a public comment.

[Jovita Moguleviciute]

Hello, yes, I am talking about the public comment which is used for communication. Email replies are mostly needed to CC additional individuals, unless there is a way to add request participants without enabling "Participant added" notification.

[Jack Brickey]

Notifications for participant added, is indeed controlled through the project settings > customer notifications > participant added event. Regardless of how you add a participant, via cc or adding them within the application directly, if participant added notification is enabled, then customers will indeed receive a notification. So the only option would be to disable that Yvette notification.