Avoid sending a notification email for the resolution of some request types

[Cédric Nève]

Hello,

We are using JIRA service desk to manage some customer interactions coming from our app but we also use it for general support. I have different requirements for email notifications if the requests are initiated from the app and when they are coming from a customer:

- From, the app, no creation email nor resolution email should be sent because the app already sends an email when the request is resolved.

- For general support, these emails should be sent.

How can I avoid the notification emails to be sent for certain request types ?

[Angélica Luz · Accepted solution]

Hi Cédric,

Customer notification works for all or none of the tickets, so if we disable one notification, it will affect all customers and request types. The notifications are triggered by the request type, but it's not possible to set, for example, that "Public comment added" to be sent only for Request type "Report a bug".

We have a feature request suggesting the implementation of this ability:
- https://jira.atlassian.com/browse/JSDCLOUD-7807
Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica

[Cédric Nève]

Thanks. We managed to circumvent this by removing the notification on the issue creation and by sending internal comments during resolution to avoid sending out usueless email notifications. I still voted for the feature request because that would be a better way for us to configure it instead of having to rely only on good service desk users practices.