Can you disable notifications for one JSM customer?

[Ben Settle]

Hi there,

Is there a way to disable/ mute all notifications for one customer in Jira Service Management? 

A couple of our customers are 3rd parties who use different ticket systems. When they log a ticket with us, we want to ensure notifications for them are turned off so we don't inadvertently raise a ticket on their system. Notification examples include "We've received your request", and "There have been updates to your ticket" - we must ensure non are sent to these specific customers. 

Most customers are internal employees requesting IT support, who still require notifications. 

Kind Regards,

Ben

[Marc - Devoteam · Accepted solution]

Hi @Ben Settle 

Based on the default customer notifications in the project no.

You can disable the default notifications, and create automation rules that provide the communication based on actions.

In an automation rule you could set a condition to not sent when reporter is that certain customer

[Ben Settle]

Thanks Marc. 

Please can you provide an indication for how complicated/ time consuming it is to manually configure the notifications? 

Is there an easy way to manually configure automation notifications to match the default scheme? 

Ben 

[Marc - Devoteam]

Hi @Ben Settle 

This all depends based on the workflows you are using and when you would like to sent out notifications.

It depends on your knowledge on automation, On my first try it took my several days to create the rules and of course maintenance needs to be done on these rules if changes are made to the JSM project, that could impact the automation rules

[Ben Settle]

Thanks @Marc - Devoteam ,

If we created the user a licenced Jira account, can they disable default notifications? 

Thanks,

Ben

[Marc - Devoteam]

Hi @Ben Settle 

Default notifications are in the project settings

Only user granted project admin rights enable or disable these notifications. 

And of course Jira admins or higher level admins, like product, site or org admin.

[Ben Settle]

Thanks