triggering JSM Notifications

[Kai Diewald]

Hello together,

we're currently setting up Jira Service Management as solution for our customers. 

Currently we setup a project and we integrated Enterprise Mail Handler for Jira (JEMH) to send and receive emails. We did that because JEMH give us some functionality like CC recipients or email templates that are important for the communication with our customers.

Our JSM is working fine for now but we had do disable all JSM Notifications except the one for ticket creation. We did that because we setup (JEMH) to also comment the ticket when its sending a notification to the customer and when that happens with notifications for ticket updates enabled, the customer receives a second notification.

May someone have an idea how I can get JSM to trigger several email notifications without disabling them all with disabling ticket update notifications?

Thank you all,

[Mathew Lederman · Accepted solution]

Our workaround for this issue was to disable the native notifications and send notifications through automation. This way we could say only send a notification if the comment was added by anybody other than our version of your JEMH user.

[Kai Diewald]

Thank you, that solved my problem!