Remove automatic responses from the portal in Jira Service Management

[Lihana Paola Vasco Cardenas]

I need to remove some of the automatic responses from the portal, as they are transparent to the client. According to Jira documentation, it is stated that the automatic response from the portal can be removed by disabling this function later in the workflow: 'Update the issue change history and save the issue to the database.' However, when accessing the workflow, I am not allowed to remove this function. I would like to know if there is another way. I’ve been told it can be done through a Script Runner, but I would like to know if anyone has another option.

[Lihana Paola Vasco Cardenas]

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[Igor Medeiros - Modus Create]

Hi @Lihana Paola Vasco Cardenas

If you are looking out for alternatives, our app Notification Assistant for Jira provides users with full control over outgoing emails in Jira.

It allows users to fully customize email templates, scheduling, notification schemes, and much more.

Feel free to reach out if you are interested.

[Vignesh Jayagopal]

Hi @Lihana Paola Vasco Cardenas You are trying to disable the email notification to customers during issue transition?

In that case, you can navigate to Project Settings-->Notification-->Customer Notifications-->Disable the "Customer-visible status changed"

This will stop the notification to customers during issue transition.

[Lihana Paola Vasco Cardenas]

I want to disable this feature on the portal, the one that says 'automatic reply'.

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[Vignesh Jayagopal]

Hi @Lihana Paola Vasco Cardenas This is not supported with native features of Jira. There is an open feature request with Atlassian for the same.

https://jira.atlassian.com/browse/JSDCLOUD-5981

However there is work around mentioned in the below documentation. Kindly try this.

https://confluence.atlassian.com/jirakb/disable-portal-automatic-responses-about-status-change-on-the-customer-portal-under-activity-1102615912.html