How to make 'transition on comment' automation stop sending emails

[JJ]

I'm using the 'transition on comment' automation and under the transition issue there's a More Options section that allows me to choose whether to send emails or not. I've left it deselected so that it does NOT send emails, but it does. Users get entire emails that just say the status has changed and nothing more. How do I stop that from happening?

Also, I noticed that the transition has a post function for firing a generic event. If I change that to something that doesn't send emails, like stop logging work or something, is that a cheesy workaround? (I don't even know if it would work but would rather fix it the right way)

[Trevan Householder_Isos-Tech-Consulting_ · Accepted solution]

@JJ Have you checked "Customer Notifications" to make sure the email notification for status changes are turned off?  This notification is turned on by default.

[JJ]

Oh I think that was it. It said that any status change visible to the customer should send a notification. In that same location it says send notifications when tickets are resolved and reopened. Then under Notifications it says send notifications when resolved and closed too (I don't understand why we have competing schemes here). So it seems we don't need any notifications other than those ones.

So I disabled the notification under Customer Notifications and am testing it now.

[JJ]

I also went into the workflow and changed it there because the transition was firing off a generic event which sends notifications. So since I couldn't delete that post-function I just changed it to a different option that does not send notifications.

Thanks for your help!!