For JIRA Service Desk how to NOT send a Customer notifications for specific types of issues

[Justin Freeman]

When we receive a support request that we cannot action, it is marked as done with a status of "no action".

For these types of support requests we do not want to send the reporter ANY customer notifications at all. Silence.

A typical example is when another IT service provider has sent us a CC: on a support ticket in their help desk. This is for information only and no action.

We do not want any customer notifications to be sent at all because it will trigger an auto-reply loop between JSD and the service provider's help desk.

Currently when we mark this support request as "no action" in JSD, an automatic customer notification email is sent based on the "Request resolved" rule.

What we want to do is apply a JQL filter which will determine when a customer notification will be sent.

I can see there is no configuration options available at all for thecustomer notifications in JSD.

Any tips on how to solve or do I just add my vote to an aging feature request somewhere?