How do I avoid double comment to customer when using notifications?

[genevieve.vandenhende]

Hi community,

I have set-up customer notifications in Jira. I have amongst others enabled a notification for a status change. However, sometimes a standard text is not enough, and it is necessary to provide more explanation to a customer. When I then type custom text in the comment field, I notice that the customer gets both the template and the text I typed myself.
Is there a possibility that Jira shows the template text when you change the status, but that you can still change it? Or are there other ways to avoid a customer getting 2 notifications?

Kind regards,

Geneviève 

[Dave Mathijs · Accepted solution]

Hi @genevieve.vandenhende 

This means that 2 events are triggered:

• Public comment added
• Customer-visible status changed

You might want to disable either of the two, but then you'll need to make a public comment mandatory when changing a customer-visible status.

[genevieve.vandenhende]

Hi @Dave Mathijs ,

Thanks for your swift reply. Makes sense. I've tried to disable the public comment notification. However, still double messages appear. This is what I've done:

• Changed the status to "in progress" with a custom notification
  Works fine - only my custom text appears
• Changed the status to "pending" without a custom notification
  Now, both the previous status change and the last one appear. 

Do you know what is going wrong?

[Dave Mathijs]

As there are 2 cutomer-visible status changes, there will be 2 customer notifications:

1. to status "Work in progress"
2. to status "Pending"

You might consider making these statuses not customer-visible to avoid multiple customer notifications.

[genevieve.vandenhende]

So you would suggestd to keep the notifications for a public comment, but disable them for a status change?