Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,460,392
Community Members
 
Community Events
176
Community Groups

Email issue

Edited

Hello,

My company want to use this application for ticket management.
And actually i almost finish but i just don't understand something in the notification email system.
I want to use 3 email model:

1-The creation of ticket

2-The modification of statue (saying an agent is in charge of the ticket)

3-And the last one for the completion of the ticket.

But the second mail (modification of the statue) also appears when i do the completion of the ticket. When i complete the ticket, in my mail i receive in 1 mail the second one, then just below, the third. I don't know if i'm clear.

So my question is, what is possible to do for having 3 distinct mail for the evolution of the ticket, and not having that double mail in one.

Thank you.

EDIT: Hi, Sorry i forgot to come back here, but i did the personnalized notification and everything works well, i didn't noticed there was this option the first time. Thank you for your answer everyone.

3 answers

1 accepted

0 votes
Answer accepted

Hi

If you want to customize all email notifications, go to your notification scheme setting for desired project(s) and disable reciving email for all events except these: Create Issue, Close Issue. Then edit your workflow and add a generic event to its transition (I consider you assign the ticket to agent using this transition) in order to send the second email.

0 votes
John Funk Community Leader Dec 31, 2019

Hi @Frédéric Granier  - Welcome to the Atlassian Community!

Can you send a screenshot of what you see in the Customer Notifications section of the Project Settings?

Hi Frédéric,

please have a look at the Customer Notifications in your JSD project.

Jira Service Desk: Edit Customer Notifications

Configuring service desk notifications

You'll be mostly interested in:

  • Request created
  • Customer-visible status changed
  • Request resolved

Suggest an answer

Log in or Sign up to answer
TAGS

Atlassian Community Events