Only send customer notifications to some groups and not all

[Amy Schindel]

I'm relatively new (since August) to Jira Service management.  I work for a smallish company.  Our IT group has licenses for Jira.  Then there rest of the employees can submit tickets through the portal to our help project.

We now want to add a 3rd group of people - outside customers who will be clicking a link on our website to request help via an email address (groups 1 and 2 will NOT use this email address to submit tickets).

The first 2 groups need to receive the auto email responses that are set up (we received your request, we're working on your request, please test, etc). However, the 3rd group is basically out customers out in the real world and we do NOT want them to get ANY automatic emails.  We want a live person to respond to them.

Is this possible?  I tried a couple things but basically ended up making it so group 2 (employees without Jira licenses) didn't get notifications.  

[Gustavo Moraes · Accepted solution]

Good day, @Amy Schindel

Hope you're doing great!

I believe the easiest way to achieve this is by creating an Automation to reply to your new tickets when the requester is part of group 1 or 2.

How are you dealing with the automatic response today?

Thanks!

[Amy Schindel]

Under Project Settings, Notifications, both Internal notifications and Customer notifications

[Gustavo Moraes]

Got it!

I don't believe this is possible by just using the Customer notifications.

You could have 2 separate Projects, one to answer external tickets, and the other internal. But I don't see any advantage in that.

Also, the Customer notification can be edited to fit your needs. I don't think completely removing it for the external tickets would be a great approach since the Customer needs to know his ticket was at least created.

If you opt to disable it, you could create an Automation as I described, only for specific Requesters, so you can exclude the external Customer from it.

[Amy Schindel]

Hm...  ok let me think about this.  I think maybe a separate project might be good (although I was hoping to avoid that).  But we're a non-profit for higher ed and we want to ensure our internal staff gets notifications, which will have specific wording to what we want them to do, and will be very different from any wording we'd want our donors and alumni to see.  (I do agree that a "your request has been received" email would be helpful, but I'm not the one making the rules, just the one doing the work on this one :) ).

The automations might work too...  

[Gustavo Moraes]

I know how it feels haha.

Got it!

Please test it and let us know how you solved your issue :D