How to I control the notification emails to send to only send to the creator and the agents

[Gregory McMenimen]

Every one of the users in each project is getting blasted with emails from every request made.  I only want the person who created the request and the list of agents to receive emails for anything that is done in Service Desk.  Not every user in the project.  I had everyone screaming at me the last two days and I was unaware everyone would get the email blast every time someone created or requested an account.

[Ireen Klein_Actonic · Accepted solution]

Hello,

You can change the notification scheme. For doing this you need system admin rights or you have to ask your system admin.

In detail you can decide which users or roles should receive notifications for different events. So for example when issue is created notifications can be sent to reporter (creator of the requests) and member of the role Service Desk Team (agents).

Here you find the official documentation:

https://confluence.atlassian.com/adminjiracloud/creating-a-notification-scheme-776636401.html

Cheers, Ireen

[Gregory McMenimen]

Thank you.  Looked everywhere for this.  

[Gregory McMenimen]

Actually, I thought that this would work but even after only setting up the reporter and the assigned, I am still finding that others are getting it.  Maybe explain to me what a customer is versus a user.  Like I only have 5 agents but I have a list of users.  But in Service Desk I also have customers and they are still getting emails.  What is the difference? Seems like all of the customers are still getting the email blast

[Gregory McMenimen]

Yeah, this is not going well.  First, I should have only the people that create the request getting an email and the agents getting an email.  Now I have all customers telling me they are getting the email for the request also.  And now the entire organization is not even trusting the system.  Why are all of the people in the list of customers getting emails for every request?

[Jerry Ryan Ishmael]

Make sure you do NOT have any organizations setup in your contact/customer list that may include all those getting the notification. 

https://support.atlassian.com/jira-service-desk-cloud/docs/add-an-organization-to-a-service-desk-project/