Organizations E-mail Notification - Customer Involved

[thiago.suisso]

Hi There!

On our Jira SD, we need to support different companies (organizations), each one has different departments and users.

When a user send us an issue, an email is sent to all other users within that organization stating "user xyz shared this with your organization".
It was possible to fix this problem with 2 suggestions:

a) Go to Project Settings > Customer Notification and disable the rule to send for organization

b) Check the Request Created event and make sure it is set to only notify the Reporter instead of Customer Involved. According to information, Customer Involved includes organization members too.

My doubt is: if an user send us an e-mail (TO) about an issue and add his manager (CC) just to follow the issue. His manager, in this case, is considered as a Customer Involved? So, if I make sure that the request created event is set only the Reporter (b), his manager never will receive messages?

I'd like to keep all users aware of the issue from the same department, for example.

Make sense? Is it possible?

[Angélica Luz · Accepted solution]

Hi Thiago,

Thank you for reaching out to Atlassian Community!
When we remove the Customers involved from the Request created it will still work as expected for the person that is added as CC.
Who is added as CC is considered as Request participant and they receive a separated notification (Participant added), so if you want to remove the Customers involved from the Request created event, it won't affect CC people from tickets created by email.

Regards,
Angélica

[thiago.suisso]

Thank you, Angélica!