How can i disable sending Notifications by Automation?

[Nico]

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

[Daniel Ebers · Accepted solution]

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]

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]

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"

[Daniel Ebers]

I'd say you can disable it by clicking on the green switch:

This direct link should you get there:
https://YourGreatSiteName.atlassian.net/servicedesk/admin/YOURPROJECTNAME/customer-notifications

[Nico]

I think thats it! That was a way to easy! Thank you very much

[Nico]

Is there a way to prevent it also, that agents dont receive mails by automation app?

[Daniel Ebers]

I think there is a check box in the automation rule to exclude sending mail - but you might be better asking in a separate thread for automation specialists.

It also depend a bit on the rule.