Service desk customer getting multiple notifications without any status change being applied

[Ciara]

Hi there, 

We are using Service Desk through Jira Service Desk (for us to update) and via our website (for the customer). In the last 2 weeks, most noticably, the client has been getting up to 10 email notifications an hour, when nobody is working on the task. We expect that an email would only be sent if the status is updated. 

If you can share any information, that would be great. Many thanks in advance. 

[Nic Brough -Adaptavist-]

What are the notifications they are getting?  Does the history show changes to the issues that would trigger these notifications?

[Ciara]

Hi, 

Thanks so much for your interest and support! 

Here is a sample of what I am seeing happening.. nobody is updating the task right now. I was updating it 10 minutes ago. 

[vitaliy zapolskyy]

Is there a chance someone created a filter and subscribed user to?

https://support.atlassian.com/jira-software-cloud/docs/work-with-search-results/

see "Subscribe to search results" section

[Ciara]

That is a very interesting question. Yes, I definitely have filters, but nothing onthe subscription details.. 

[vitaliy zapolskyy]

Ciara,

Do you have the 'Manage Group Filter Subscriptions' global permission?

Perhaps, impacted user is a member of particular group that is used for filter subscription

[edwin vasquez]

I agree with Nic, A screenshot of type of notifications of better description will help.

[Ciara]

Screenshot added. 

The multiple notifications showing no content mean they are the same as the previous email.. 

[vitaliy zapolskyy]

Hi Ciara,

is there a chance an Automation rule involved here?

https://community.atlassian.com/t5/Jira-questions/Scheduled-Automation-Automation-for-Jira-Do-not-run-if-no-issues/qaq-p/1288864