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Disable customer notification for one specific type of ticket


I have 3 types of tickets on Service Desk and for one of them I would like to disable the email customer notification, specifically when this ticket moves from Status "Open" to status "Done". For the rest of the ticket types, in the same move of statuses I would like the email notification to still be sent.

Is this possible?

Thanks :)

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Answer accepted
Jack Community Leader Mar 04, 2021

So I am assuming you are referring to Request Types here. OOTB you cannot control notifications on request types or issuetypes. Notifications are at the project level. You could consider a solution like JETI or JEMH which will allow you to replace the JSM notifications and you can setup notification based on Issuetype. Then you could have the one RT where you want a different scheme to be associated with a different Issuetype from the other RTs.

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