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Jira Service desk: Only one E-Mail for multiple actions


We have recently started using Jira Service Desk and have a problem configuring customer notifications.

We have currently configured the system so that the customer receives an email if the status of the process changes or a public comment is added.

However, if you change the status and then add a comment, the customer will receive two emails. We would like to send only one email here.

Does anyone have any idea how we can solve the problem?

1 answer

0 votes
Adrian Atlassian Team Jan 14, 2020

Hi @Bastian Schur 


You may tweak the Notification Scheme to remove one of the event notifications eg. Issue commented 

For more details please refer to this article:

Thanks @Adrian for you reply.


The problem is we have 3 cases for which we need notifications to customers:

1) Only a comment added

2) Only status changed

3) Status changed and comment added


For this reason, I can not deactivate any of the cases

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