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Email issue



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


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

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