automation rule - why is there a comment in the issue if i alert user?

[Nicole nic_wie]

Hi,

i made an automation rule, because i want to inform the servicedesk user if the status was changed, the mails were sent, but also a comment was added by the issue. How can i change this behaviour?

Regards

Nicole

[Susan Hauth _Jira Queen_ · Accepted solution]

Alert User rule was intended to notify agents, collaborators not customers.  So the automation rule utilizes the inherent comment notifications for Jira (not service desk customer).  So the only way it can trigger an issue commented event is to actually place an internal comment into the issue.

IF you want to notify your customer, use "send email" vs "alert user"

Hope that helps

Susan

[Nicole nic_wie]

Thanks a lot for your answers. I was on holiday, so i could not repeat soon.

Regards

Nicole

[Jack Brickey]

First I’m a bit confused by the need for automation to notify user of status is changed. This happens without automation so I expect there is more to the use case here?

as for the comment - I suspect it is the automation itself or it is in either notifications or customer notifications. What does the comment state? That may yield a clue.