Customers notifications

[Muhammad Bilal]

Hi, 

I have a question related to the customers notifications: i have set the auto message for the status when the ticket is OPEN - DONE - RESOLVED an auto email will be send to the customer. But i need to remove the notification for my other status which is for example Pending MNO, i do not want them to get the email when it is in pending MNO.

Let me know how to stop the notification for the status.

[Angélica Luz · Accepted solution]

Hi Muhammad,

Thank you for reaching out to Atlassian Community!
The customer receives notification for all status that is visible to them in the customer portal. For them to do not receive notification for "Pending MNO" you must go to Project Settings > Customer notifications and disable the "Customer-visible status changed", then they will receive only notification when the ticket is created and when it's resolved.

Regards,
Angélica

[Muhammad Bilal]

Hi Angelica,

Perfect, thank you for your answer. It worked :)

Regards

[Muhammad Bilal]

Hi Angela,

I want them to see the three status as per my work flow. Issue created, issue in pending and issue resolved. The remaining status that is for example Pending IT TEAM, Pending Customer and Pending MNO. I don't want them to get the notification for these statuses.

[Angélica Luz]

Hi Muhammad,

You can create an automation for the customers to receive an email for another status that is not Issue created or Resolved.

If you have any other question, please let us know.

Regards,
Angélica

[Muhammad Bilal]

OK, how about if we the administrator still need to see all the status in the email notifications. Do you think after changing the notification in the 'Customer-visible status changed", The administrator or the agent will still be able to receive the email notifications for all the status ?

Thank you for your help!!

[Angélica Luz]

Hi Muhammad,

Yes, agents will receive because the notification that they receive is different, is what we call "Jira notification", the ones that are generated by the system for licensed users.
Those notifications that we can edit/enable/disable are only for customers, so it will only affect customers.

Regards,
Angélica

[Muhammad Bilal]

Hi,

Perfect, thank you so much for your help and all the detailed messages.

Have a great day!

Thank you.

Muhammad Bilal

[Muhammad Bilal]

Hi Angélica,

Everything is setup as you told me, i disable the "Customer-visible status changed",

So the customers can get only the notification for open and resolved.

But as i said i need to send the customer for in progress also, for that i have created an automation for the customers to receive an email. But now the problem is each time the customer gets two time notification for the status in progress. When the ticket is open it goes in progress... from in progress to the status pending customer, pending mno, pending editor, pending it team, then pending customer to in progress ---same for other status... I am attaching my workflow also. I need to stop twice the notification for in progress. looking forward for your help.

THANK YOU!!

[Muhammad Bilal]

Hi Angélica,

I look forward for your answer ASAP. I need to finish this problem. Looking forward for your help.

Thank you

[Angélica Luz]

Hi Muhammad,

In order to test if the automation is causing this duplicated notification, can you please disable the automation?
Then, please check if the customer will receive only one notification.
Also, if possible send us a screenshot of the duplicated notifications.

Regards,
Angélica

[Muhammad Bilal]

OK, i disabled the notification for the IN PROGRESS ( the custom notification) Now i am not getting any notification when the status is moved to in progress. My question was i need to send only the status to my customers  when the ticket is open ---- in progress----Issue resolved--issue done. Please look at my workflow in my last message. ( The three status work fine for me when the ticket is open - Issue resolve---issue done. The problem is with the in progress if i make a custom notification for in progress it will send 2..3 times this is because of my workflow method.

[Muhammad Bilal]

If you see my workflow the (the status - IN PROGRESS IS THREE TIMES IN THE TRANSITION TABLE) THIS IS WHY EVERY TIME the status changed to the in progress it gives the notification. I only want one time IN PROGRESS notification when the ticket is open ----in progress thats it.

[Angélica Luz]

Hi Muhammad,

In this case, as you have many "In progress" status, the best option is to create another status. For example, instead of "In progress" after the ticket is opened, what about change it to "Work in progress", for example?
Creating this new status, you can change the automation and customers will receive notification only for Open - Work in progress - Resolved.

Regards,
Angélica

[Muhammad Bilal]

Hi,

Well sounds like a good idea. In fact i need to change my workflow a lot of work i guess ?

[Muhammad Bilal]

I think it is not possible in the work flow. For example if i change the in progress after the ticket is open to ''work in progress'' how the work flow will work? if you see my work flow all the other status are linked with in progress. It still did not resolve my problem :)

[Angélica Luz]

Hi Muhammad,

You can create a new status instead of changing the "In progress" and then link the "Work in progress" to "In progress". Since the automation will only send an email if the status is changed to "Work in progress", you can use this workaround to prevent customers to receive incorrect notifications.

Regards,
Angélica

[Muhammad Bilal]

Hi Angelica,

Thank you for the update and i have updated the workflow as you have said. Every thing looks perfect. Awaiting for the final confirmation from my sales team to test and approve the little changes. Thank you so much for all the help.

Have a nice day.

Regards

Muhammad Bilal

[Angélica Luz]

That's awesome Muhammad!
If you face any issue or have any other question, please let us know.
Have a nice day!

Regards,
Angélica