Will changing a workflow and its status' alert the customer/client of the changes to the status?

[Charles.Chaaya]

Hi everyone,

We are planning on changing the workflow for our existing project. During the transfer to a new workflow, the status' of opened and closed tickets will need to be assigned to those of the new workflow.

Once assigned and transferred over/acknowledged, will the client/user that submitted the request be alerted of this update to the status? For example if the status of a ticket in the current workflow is "resolved" and this has been renamed to "closed" in the new workflow, will the the reporter of the initial ticket be notified of this change to "closed"?

Thanks a lot!

[Walter Buggenhout]

Hi @Charles.Chaaya and welcome to the Community!

While I am not entirely sure if notifications will be sent out, it is great that you are aware that this might indeed happen. The workflow migration is a status change and status changes may trigger notification emails.

Even in case of uncertainty, you can easily disable the outgoing customer notifications for the impacted JSM project. Just navigate to your JSM Project Settings > Customer Notifications and disable the notifications for the status update events that may be impacted by your change (it will only be a few). After updating your workflow, enable those notifications again. That way you're certain that no unwanted notifications will be sent out.

Hope this helps!