Customer notification for Request resolved/Comment added JSD


When I add a comment on a resolve issue screen (comment field is there as a system default field) customers are getting following notification;

"Bojana commented:

"test if notification will include two emails"

Bojana changed the status to Resolved.

Bojana solved this with done.

Bojana commented:

"test if notification will include two emails""

As you can see notification regarding the comment is sent twice, because I have added a comment on a resolve transition screen. Can this be managed somehow, to send the notification with a comment just once?


5 answers

0 votes

Hi Bojana,

I did a quick search and I think these three reasons are the most probably:

  1. Because your mail server is duplicated
  2. A fake user with a mailing list
  3. A third party add-on

Check the notification scheme, the mail server and your add-ons and tell us if the problem persists.

Hi Cristian, this has just happened to me as well. 

It worked fine, but for some reason two weeks ago comments typed in the "Comment" box in a transition appear twice in the notification mail. I added a third party add on (never used it) and deactivated as soon as I read your suggestion. 

It does not happen if I use de Comment button in View Issue.

How can I tell if the mail server is duplicated?  

Thank you in advance.

Hi @Cristian Rosas [Tecnofor],

Thanks for answering,

- Notification scheme  - ok
- Only add-on installed is "JIRA Toolkit Plugin: A Collection of useful Custom Fields"
- do not have duplicated mail server
- fake user - not a problem

The problem is that comment is a field on the resolve issue screen, and when issue is resolved with a comment added on that screen it triggers to customer notifications, one for Resolved and other one for Comment. I would like to have comment as part of the notification for Resolved but just once, not twice, as I have described earlier.

Any ideas on how to achieve this? 

It should not duplicate the mail (at least not in my server instance).

Are you using mail handler and service desk mail handler? The mail handler in System should not be configured in Jira Service Desk projects, only the mail request type in that project settings

I am on Jira Service Desk Cloud. All other customer notifications work fine... 

This is enabled as well via admin pages in jira:
Should customers receive Jira notifications? 

  • No, only send Jira Service Desk notifications to customers (recommended)

I'm using the same email address for sending notifications (outgoing email that is added to the Notification scheme) and for receiving comments/request via email (incoming email).

Probably I didn't explained myself. Please, check this link and look at the yellow box in "Before you start"

Can you check if that's the reason for duplicate mails?

I believe I have understood you correctly... I have no mail handlers that are in use for JSD.

If you are able please test to resolve one ticket, and write a comment on the resolution screen. If you have enabled both Resolve notification and Comment notification in your JSD Customer notification your customer will  probably get an email where comment is written twice. You need a test customer user to test this.

Many thanks!

So,  my customers are not getting duplicate emails... It is just in a case where an agent adds a comment on a resolution transition screen. Just in that case customer gets the email regarding the event resolved with the comment written twice; because both of these customer.notif. are enabled via JSD, but this shouldn't happen...

"Bojana commented:

"test if notification will include two emails"

Bojana changed the status to Resolved.

Bojana solved this with done.

Bojana commented:

"test if notification will include two emails""

I have tested it with a new notification scheme and I only receive one message with all the actions. Try deleting and adding again the mail and check if the problem persists.

Please explain what mail are you suggesting me to delete, mail template or? 

All my notifications templates are part of the Custom. notif. in Jira Service Desk, I have not customized those, they are as per default. Both comment added and request resolved are enabled. And I am using just that as a not. scheme... jira's not.scheme is irrelevant here.

custom not jsd.JPG

I was talking about deleting the mail configuration and create it again, not the schemes. Snapshot from JSD Server belowcaptura 3.PNG

Unfortunately that has not helped. The main problem is that comment is added on a transition screen...  

Not in my server instance... I'll check it this night in a cloud test instance. In the meantime I hope someone else can help you.

I am having the same issue as Bojana.

- I have a Comments Field validator on multiple transitions in a workflow that requires the User to enter a comment before transitioning to the next status. 

- I also have the notifications set so that when a public comment is added, the Customer is notified. 

In turn, during these transitions, the Customer receives one email, but the Comment is duplicated in the notification.

I've exactly the same problem. Very annoying for the customer who's receiving the duplicated notification message.

Also having this problem with what i'm pretty sure was initially untouched default notifications settings.

Turning off resolving/status change notifications still creates 2 comments when commenting on a status-change dialogue (even though no status-change notification present).

Changing settings in the notification scheme wasn't appearing to change anything - I have since removed the scheme from the project (so it has no notification scheme at all) and it hasn't changed anything?

How do notification schemes vs project notifications settings work?

I'm also facing the same problem. It's very annoying for my clients.

I am also having the same issue in just one of my Service Desks. 

I have 4 SDs setup in the same JIRA instance.

In the global SD settings, I have selected No, only send JIRA Service Desk notifications to customers (recommended) for the setting Should customers receive JIRA notifications?

Yet, one of my SDs insists on sending out both the default JIRA project e-mails and the SD customer e-mails to my customers and I cannot figure out why.

My customers sometimes get a slew of e-mails when multiple things happen in quick succession on their tickets and it's annoying.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Jan 08, 2019 in Jira

How to Jira for designers

I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...

851 views 3 9
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you