How to disable internal notifications for customers

[Ashveen Impett]

Hi,

We are having an issue, where, when we share internal comments within the company, The comments get notified to customers via email. This happens randomly.

Could someone please guide me where I should start to troubleshoot this?

thanks

Ashveen

[Brant Schroeder]

@Ashveen Impett  Welcome to the Atlassian community

If you review the issue and the comment is marked as internal but an email was sent to the customer you should look at the customers permissions.  My guess is that this customer is more than a customer and has a license on your service desk.  

[Ashveen Impett]

Hi @Brant Schroeder , thank you. Well, I just checked again, I couldn't find him in any groups or any special application access given to the Jira system. He is created as a normal customer user account. 

[Brant Schroeder]

@Ashveen Impett 

Is this customer part of your company? Can you get one of the emails that they received so you can see where it is coming from?

[Ashveen Impett]

@Brant Schroeder 

No he is just a customer. He sends quotations to our QUOTES task in Jira. He gets the exact same email notification as we do when we comment internally. How do we check this? Is there message trace option in Jira? ( Sorry I am a bit new to Jira)

[Brant Schroeder]

Are you able to get a copy of the email he is receiving from him?  You can then look at the headers and see where it is coming from.