Create ticket with attachment via integration without triggering customer notification

[Jorge Lopes]

Hello everyone,

We have an integration between our website and Jira Service Management (JSM).
When a user in our “Reserved Area” submits a “Help Request”, our system automatically creates the corresponding ticket in JSM. The customer correctly receives the standard notification that their request has been logged — this part works fine.

The issue arises when the request includes an attachment:
The BUS adds that file as a public comment on the ticket so that the attachment is visible to the customer in the portal. However, because the comment is public, JSM automatically sends a new notification to the customer saying there’s a new message — which is not desired in this case.

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What we tried🔍

• Created tickets via our BUS integration using the JSM REST API (/rest/servicedeskapi/request), which works correctly — the initial “request created” notification is sent to the customer.
• When the request includes an attachment, we currently add the file via the API as a public comment ("public": true) so the customer can view it in the portal.
• This triggers the “Public comment added” event, which sends a second, unwanted notification to the customer.
• We cannot disable the global “Notify customer when a public comment is added” rule, as it is required for normal communication with customers.
• We also tested adding the attachment with "public": false (internal comment), but then the attachment is not visible to the customer in the portal.

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Expected behavior🎯

• When a ticket is created via the BUS and includes an attachment:
  • The attachment should be visible to the customer in the portal,
  • But no notification should be sent to the customer for this automated system action.

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Actual behavior⚠️

• The ticket is created successfully.
• The attachment appears correctly in the customer portal.
• However, adding the attachment as a public comment triggers an unwanted customer notification, resulting in two emails:
  1. “Your request has been created”
  2. “A new public comment has been added” (triggered automatically by the attachment upload)

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Question❓

Is there any way to:

• Create the ticket with an attachment visible to the customer, but without generating a notification;
• Or add the attachment via API/integration in a “silent” way (not interpreted as a public comment that triggers a notification);
• Or mark the initial message (with attachment) as internal, but still expose the file to the customer through the portal?

We haven’t yet found a method to create the ticket + attachment without causing the extra notification.
Any guidance, API example, or configuration suggestion would be greatly appreciated.

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Environment🧩

Jira Service Management ServiceDesk

Integration via custom BUS

REST API: "/rest/servicedeskapi/servicedesk/{serviceDeskId}/attachTemporaryFile"; "/rest/servicedeskapi/request/{issueIdOrKey}/attachment"

Notifications: default “Notify customer when a public comment is added” enabled

Thanks in advance,
Jorge Lopes / Clan

[Christos Markoulatos]

Hi @Jorge Lopes welcome!

As far as i know, JSM Cloud doesn’t have a way to add an attachment as a public comment without triggering the customer notification. If you set "public": true, the notification will always fire. If you set "public": false, the attachment stays internal and isn’t visible in the portal.

The only supported workaround as far as i remember is to replace the default “Public comment added” notification with an Automation rule that skips emails when the author is your integration user.

There’s no API flag like notifyUsers=false for JSM public comments.

Add attachments via JSM API
https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Issue-commented

Hope this helps!