Email notifications are currently being sent out to JIRA Service Desk issue reporters even for "internal comments". How do we restrict this?
The weird thing about this error is that it seems like only one user is getting it. Please see attached screenshot.
View Project Roles for User JIRA.png
Our current notification scheme is set as follows.
Project InsuredHQ Service Desk Notifications JIRA.png
So, I've already checked that. "Michelle" was only set as a Service Desk Customer so she only can view comments as an issue reporter. The thing I'd like to ask help is on is as to why she's getting notification emails on her inbox when an "internal comment" is posted on a ticket she reported.
This is the internal comment I posted which Michelle received via email.
Yes, Michelle is the issue reporter so it's correct that she's getting a notification but not when it's an internal comment. Internal comments should be restricted to agents and collaborators not issue reporters. That's why I'm reporting this issue and requesting assistance on a fix.
1) The comments can be restricted based on the user role level from the comment itself as shown in the screenshot inserted.
2) You cannot configure the email notifications for the Issue Commented event alone, apart from setting the usernames and user roles in the notification scheme.
I'm a normal user of JIRA Service Desk (JSD), not responsible to answer this, but would like to help you.
At first, Mahesh, you don't understand this issue correctly. Kimberly is asking about JSD but you answered it certainly basing JIRA Core or Software, not Service Desk. In JSD, you could see the comment screen as below:
Kimberly's saying 'internal comments' was created by clicking 'Comment internally' above.
Then, Kimberly, are you sure that Michelle was assigned as a simple 'SERVICE DESK CUSTOMERS' in the 'Users and roles' page of the JSD project like below?
figured it out (sort of):
Notification scheme doesn't care about the "Internal Comment" vs. Share with Customer. If you have reporter set to receive comments, they will - regardless of internal/external. You have to remove reporter from the notification scheme and then enable JIRA Service Desk Notifications from admin cog - applications - JIRA service desk configuration.
what's hilarious about this is that the customer will then receive notifications that the issue was commented, but just won't get the comment. Haven't figured out how to suppress that yet.
Sorry I figured out the same thing as Jason a few days ago.
To be more precise, you really have to see JSD as an addon to JIRA Core. Both implementing notification "system". As JIRA Core Notification System allows you to configure who is notified about what, JSD only allows enabling or disabling notifications for Customer/Agent/Request participants involved in the issue.
So you have to put reporter, request participants or approvers in JIRA Notification system only if really necessary. Proving that JSD is an addon to Jira, when you want to add recipients to notification event, you can see Approvers and Request participants in the User custom field value option, what are JSD fields...
Unfortunately, as said by Jason, JSD only notify that the issue has been modified / commented.
The ability to customise JSD notification is on the Atlassian roadmap. See JSD-4418
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