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How can i disable sending Notifications by Automation?

Nico_9mdfk0

HI, my customers are bombed with email notifications!

How can i disable the notification, when Status was changes from or to "Waiting for Customer" or "Waiting for Support"

Its enough if the user get the comment itself, antoher mail is unnecassary

Accepted answers

Daniel Ebers

Hi @Nico

sure - you can adjust the customer notifications to your needs.

Following two documents should get you started:

Jira Service Management: Edit Customer Notifications
https://confluence.atlassian.com/confeval/jira-service-management-evaluator-resources/jira-service-management-edit-customer-notifications

and more detailed this one:
Set up notifications for your customers and team
https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

Regards,
Daniel

All comments

Daniel Ebers

Hi @Nico

sure - you can adjust the customer notifications to your needs.

Following two documents should get you started:

Jira Service Management: Edit Customer Notifications
https://confluence.atlassian.com/confeval/jira-service-management-evaluator-resources/jira-service-management-edit-customer-notifications

and more detailed this one:
Set up notifications for your customers and team
https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

Regards,
Daniel

Nico_9mdfk0

Hi Daniel, thank you. But i dont get it. Where can i disable that the automation sends email.

there are mails with "Automation changed status to waiting for suppoer"

I dont find the place where i can disable it. In your link i see project settings > customer notifcation > customer visible status

But what is a customer visible status?

Daniel Ebers

If you are sure Automation changes it directly you can find it in your project under Automation.

The question here is, is it a mail from Automation directly, a customer notification or an agent notification? The format of the mail should tell it, they look pretty different.

Nico_9mdfk0

The mail looks like this. This is unnacessary. Also if a supporter add a comment, then the user will get "status changed waiting for customer"

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