Automatic reply when user add comment closed jira ticket

[Elmo Kuslap]

Hi

Is there a way to send automatic reply to user when he/she is add comment (via email or via portal) to closed tickets? I answer to myself - yes it is possible. But I have problem, that user will get also notification when somebody else is leaving there internal comment, so how to avoid that in this case user don't get this notification?

Or is it possible that automatic reply is sent only then when Reporter is adding a comment?

[Florian Bonniec]

Hi  @Elmo Kuslap 

If properly configured the user should not receive a notification if he is a customer and the comment you post is an internal one.

Regards

[Elmo Kuslap]

Hi,

I have this automation and it doesn't matter if it's internal comment or public it will send the email to reporter that "You left a comment on a closed ticket". So what I have to change?

[Florian Bonniec]

In your last action, Add comment to issue, you can click on More Options and make sure Share with customer is unchecked.

[Elmo Kuslap]

Hi, yes this was checked, I unchecked it, but it doesn't help, if agent leaves internal comment, user still get email that You left a comment........ but in portal the user don't receives this messages. 

[Florian Bonniec]

Does you user got Service management notification or classic JIRA notification ?

Does your "customer" have access to the project directly without having to go to through the portal ?