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disable email notification when case is closed

How to disable email notifications from jira service desk cloud when case is closed?

4 answers

2 accepted

0 votes
Answer accepted

Here's what I have done to stop those annoying Resolved-2-Closed email notifications:

  1. Edited notifications
    • image.png
  2. Changed from "Generic Event" to "Issue Closed" event in post functions in the workflow:
    • image.png
  3. Disabled "Customer-visible status changed" in customer notifications
    • image.png

 

I wish I could just remove post function #5 and hopefully the above solution did not break anything else.

0 votes
Answer accepted

Hi @Marek and welcome to the Community!

If you are simply trying to disable the notification that is generated when the issue moves from Resolved (or Canceled) to Closed, the solution given to me by Support was to disable "Customer-visible status changed" in the project's Customer notifications settings.

This will turn off any status change notifications that do not include a public comment, such as Reply to customer.

If this answers your question please consider marking the answer as Accepted, as this will help others find the solution in the future!

Darryl

I want to disable email notification that is generated when case is closed and send to agents.

image.pngThis is what I have changed but agents are still receiving emails when case(s) is closed.

I believe I'm experiencing the same thing. I've removed everybody from the Issue Closed notification as well (like the image above). Has anybody found a fix?

Following as I recently started having the same issue.  I receive email notification every time a ticket is closed that I was associated with.  I disabled the Autowatch feature, but that has not solved the problem.

0 votes
Dirk Ronsmans Community Leader Sep 02, 2020

Are changes being made on the issue still after closure?

Cause then it is linked to the issue updated part. (and might be a best practice to restrict that).

Then if they are watchers or the assignee they will still get them when the "Issue Updated" is triggered.

Issue Closed will only handle the transition towards the Closed status.

Do you see what email they get exactly? Is is a notification template you can relate back to a specific action?

It can also be that you have a "Send Email" postfunction on the Transition to Closed (which is then not handled by the notification scheme) depending on whether you have some apps able to send emails.

Those emails are generated by automation rule:

 

image.png

This rule came out of the box when I setup IT Service Desk.

Dirk Ronsmans Community Leader Sep 30, 2020

@Marek ,

All that that rules does it move the issue to the "closed" status. This doens't send email on its own.

The transition to the status however that could be an event that sends an email.

If the notification scheme doesn't send anything you can always see whether there is an email postfunction set up on the state transition on the flow itself.

(or see if there is another automation set up to send out an email when the issue goes to closed)

So if I disable "Generic Event" I would not receive an email notifications when case is closed by the automated task?

 

image.png

Is that generic event used for anything else?

Dirk Ronsmans Community Leader Oct 02, 2020

I would not just remove the people from the generic event. That would indeed be used at other places.

Removing the Generic Event from the flow itself could be an option tho.

I found it under workflow configuration but I'm unable to remove it. How do I remove the last post function step?

jira workflow post function.JPG

Rather than removing it, just change it to 'Issue Closed'

Since you have removed all Watchers/Assignees/etc from Issue Closed, nobody should receive the alert

Awesome idea and already in place. Thank you so much!

Like Jayce Canale likes this

Keep in mind that if someone changes the notification scheme these things will start going again.

perhaps better to make your own custom event and link that to the transition?

I'm still getting email notifications when cases are moved from resolved to close status. Here are my settings:

 

image.png

 

image.png

Hello together,

i have the same problem. The customers still get closed notifications via e-mail.

@MarekDid you finally find a solution? 

Regards

Andreas

I did not and when time permits, I will learn how to create my own workflow to make sure those email notifications are not sent.

Has anyone found a solution? I can't stop a notification email to be sent to the Reporter once the ticket is transitioned from "Resolved" to "Closed"

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