Avoid Closed Notification and Satisfaction mail due to criteria

[Tony Krienke]

Hi folks,

we need to avoid the standard Jira Service Desk Customer Closed notification only for some issues. Preferably relating to a criteria like an entry in a field (or the mail adress of the sender - as an alternative).

I guess it is not possible in standard jira functions right?

Unfortnately we cannot use JETI notification here because we need the satisfaction mail function and this is related to the standard Jira notification that runs when an issue is set to a certain resolution.

Does anyone has any idea maybe?

Best regards,

Tony

[Angélica Luz]

Hi Tony,

Currently, it's not possible to disable the notification only for some cases.
If disabling the customer notifications when a ticket is closed, it will affect the entire project.
Related to the Satisfaction survey, we have some feature requests suggesting the ability to customize whether it should be sent or not:

- Send CSAT based on resolution
- Allow Customization of Service Desk survey trigger
- As a Service Desk administrator, I would like to configure satisfaction surveys to only be sent out some of the time.

I'm sorry that we can't be more helpful on it.

Regards,
Angélica

[Tony Krienke]

Hi Angélica,

ok but thank you for the answer anyway.

Best regards,

Tony

[Angélica Luz]

You are always welcome Tony!
If you have any other question please let us know.

Regards,
Angélica