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How to disable Agents Notification Mail from Automation


we uses automation to change a ticket status, if a agent add a coment it change to "waiting for customer", if the customer respond it change to "waiting for support"

When it transist, our agents get a mail with

"Automation for Jira changed status from XX to YX"

How can we disable it? Disabling it for customer, we got done here

but it dont affect the agent mail nofification

1 answer

0 votes
Jack Community Leader Feb 16, 2021

The notification isn’t directly coming from the automation itself. The notification is coming from the transition in combination with the notification scheme. The automation is causing a transition and that transition is firing a generic event post function which in turn results in the notification. So, the only way to prevent this is to disable the notification in the scheme. Of course doing so would prevent the issue transitioned notification from going out under manual transitions.

Thank you! Do you have an idea, whats wrong here? Which notification should i edit or which notification is responsible for the transist notification?


Jack Community Leader Feb 16, 2021

it is the one called "Generic Event", should be the last one i think (?). If you never want some individuals to see a notification for any transition then you could exclude those users from the role/groups included here.

The last one means "issue deleted" there is nothing with genereic event, can you suggest me a screenshot?

Got it! It is here /secure/admin/EditNotifications!default.jspa?schemeId=10000

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