Removing notifications for ticket status change

[Nate Hillers]

Hey all!

Whenever we have a user comment in a ticket they've opened we receive a notification (in the site, from the bell icon). Unfortunately we always receive two: one for the comment, and one from the status change back to "waiting for support".

While I understand why it's beneficial, as it's possible for tickets to change status without comments, in our world that never happens. The only way for a user to change the status of ticket is to comment in it, or close it themselves. 99% of the time it's when they comment.

All that said, it's a bit annoying to receive two notifications for every comment in every ticket (of which there are many) so my question is: is there a way to turn off notifications for ticket status change only? Of course leaving notifications when a user comments.

A note: I have removed email notifications entirely as the site is my primary work page, not my email.

Thank you!

[Trudy Claspill · Accepted solution]

Hello @Nate Hillers 

Welcome to the community!

Projects have configurations for Notifications. If you are using a Company Managed project this is in the form of a Notification Scheme.

There is not a Notification event specifically for issue status transitions, but in the workflow transitions there is usually a Post Function to fire a Generic Event for Listeners to detect. There is also a Generic Event notification event.

So, you could modify the Notification Scheme to eliminate some of all of the recipients of the Generic Notification event. That would eliminate all the notifications from status transitions, not just the ones caused by your customers making comments.

Refer to this page for more information:

https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/

[Raimon Colmenares]

Awesome! Thanks for this!

[Nate Hillers]

Thank you Trudy!

It looks like we have a notification setup specifically for "Current Assignee" for each "Issue Commented".

I'll need to run it by everyone else in the project but hopefully we can go from there.

Thanks for the help!

[Robert Carbonell]

Hello @Nate Hillers 

Were you ever able to figure out how to disable the second reminder?

Lately, I’ve been receiving an initial message that begins with:

“A gentle reminder – followed by the link address
The customer has provided a response, and the ticket status has changed to 'Waiting for Support.'”

Then, about three minutes later, I receive the actual notification—which is the one I actually want. It's frustrating because the first auto-email doesn’t include a clickable link or useful context, making it feel redundant.

Is there a way to delete first message?