I've removed the reporter from all Notification entries. Why are they still getting Notifications?

[David Hughes]

In a service desk project, I've gone to the Notifications section and removed all "reporters" entries from the various events.  This leaves "All Watchers" and "Current Assignees" as people that should receive notifications when an event occurs.

However, the person that was the reporter is still receiving Notifications on any changes.  She is not the current Assignee.  I have looked for options on how to manage "Watchers" but can't find anything.  She is not under "Request Participants" or "Approvers" for any of the tickets.

How do I see and edit watchers, under the assumption that she is somehow a Watcher, or have I missed something?

[Olga Videc · Accepted solution]

Hello @David Hughes 

Since this is a service desk there are "customer notifications" as a reporter she is considered "customer involved"

Please go to your project settings and check your customer notifications.

BR, Olga

[David Hughes]

Thanks Olga. This is a jira user that's setup the request, not a customer.  Is there an equivalence for users?

[Olga Videc]

Hello David, 

Let me explain

If she sent or opened the request she is a reporter, so it's treating her as a customer, JIRA users can be customers.

This is the way JIRA is designed, the reporter should be notified on changes made on the issue, status update resolved, etc.

Quoting Atlassian documentation

"Reporter - The customer who sent the request"

https://support.atlassian.com/jira-service-desk-cloud/docs/who-are-the-people-involved-in-a-customer-request/

Problem solution

How not to receive notifications

The person who is assigned to issue should receive notifications and updates from customers? IF that is true then set the same person as a reporter.

Assignee and reporter should be the same person.

So when the person working on the issue updates the issue he won't receive the notification because he caused the action (you don't receive notifications for your own actions in JIRA) only customers will receive notifications.

Can you describe what are you trying to achieve, what is your goal who should and who shouldn't receive notifications?

If all your service desk users are internal JIRA users, you should disable customer notifications and set a notification scheme, which means no customers will open issues on this service desk.

https://support.atlassian.com/jira-service-desk-cloud/docs/disable-service-desk-notifications-for-internal-users/

[David Hughes]

Thanks Olga, sure I can explain.

We're using a service desk internally as a way of managing a large number of same sequence of action tasks for multiple new clients.  We're doing this using templates for jira, so the Jira user uses the template to create each "epic" in the service desk project.  Each epic has a number of tasks and subtasks associated with it.

As she is the reporter (not assigned to anything) I assumed that if we turned off notifications to reporters, she would no longer get those notification emails.  Currently only assignees and watchers should received notifications, according to the settings in the project.

However, she is still getting notifications every time something is changed.

[Olga Videc]

Okay if you are using the service desk internally that means everyone has JIRA license (eider software or service desk) then this is a solution for you.

Solution provided by Atlassian

If you have an internal service desk where all your help seekers have Jira licenses, you might want to disable service desk notifications while keeping Jira notifications. To do this, you can disable the customer scheme and work from the licensed user scheme.

You must be a Jira administrator to disable the customer scheme.

To disable the customer scheme:

1. Go to Settings () > Products > JIRA SERVICE DESK > Configuration.

2. Under Notifications, select Yes to send Jira notifications to customers.

3. Go to your service desk project.

4. From your service desk project, go to Project settings () > Customer notifications.

5. For each rule, turn off Enable.

6. Go to your Jira notification scheme and customize the notifications for your help seekers, agents, and admins.

Copied from this page:

https://support.atlassian.com/jira-service-desk-cloud/docs/disable-service-desk-notifications-for-internal-users/?_ga=2.133679179.47884313.1591260509-990418750.1572862337

Basically it means disable all customer notifications and use notification scheme.

In your case, you just need to disable customer notifications since you already edited the notification scheme as you desired.

BR, Olga

[David Hughes]

Hi Olga,

It looks like, from what you've said, that this will affect all service desks.  We have a couple of service desks that we want to use as normal.  Being as the only apparent option on the project is to modify notifications to customers, this looks like it's not possible.  We'll just have to put up with the email spam.

Many thanks

[Olga Videc]

Hello David, 

I understand this can be done on the project level too.

Go to the desired project -> customer notifications -> and disable all of them

This will disable customer notifications on the project level.

Note keep in mind when you are changing the notification scheme that is not a shared notification scheme because then it will affect other projects, but this doesn't affect customer notifications.

BR, Olga

[David Hughes]

Thanks Olga