Double emails to @mentioned users

[Todd Skelton]

We are currently using both Jira Service Management for ITSM and JIra for project work.    Some ITSM tickets are escalated to a project team, which creates a cloned linked ticket on the project team's board/backlog.   When a user is @mentioned in either the ITSM ticket or the project ticket, the user receives two emails...one for each @meni

How have others worked around this.  I was hoping I could turn off the standard notifications and write a new automation that would only send one email in this circumstance...but I'm not finding a way to query for @mentions when configuring a new automation. 

[Kai Becker]

Hi @Todd Skelton 

thanks for your question. @mentions are the only notification that can not be controlled. They will go out everytime a user is mentioned.

What I would recommend is cloning the ticket without comments and rather going for a short recap for transfer.

For more detailed instructions/ideas I would request a little more information on the handover process and the comments.

[Todd Skelton]

Thanks for the follow up.  We have Jira Service Management that is where production support tickets are entered.   If an issue cannot be handled by front line support, they are passed off to a project team to work on in JIra.   That process clones the ticket, including any comments that have been shared up to that point.  We also have an automation to update comments between the tickets so that if a new portal (customer) comment is added to the JSM ticket, it carries to the Jira ticket so the team member working the Jira ticket has all information that gets shared.   The customer only knows their JSM ticket exists and all communications are through the JSM ticket as far as they are concerned. 

[Kai Becker]

Thanks for clarification @Todd Skelton 
This sounds like the problem is the comments sync. 
You could go ahead and strip the mentions from the comment, by copying over {{issue.comments.last.body.text}}

[Todd Skelton]

Thanks.  Will give that a try.