Problem Definition

Currently, JIRA Service Desk sends an automatic email message when a support request is created

There is an improvement request for customizing this:
https://jira.atlassian.com/browse/JSD-218

JIRA Service Desk has the option to completely disable notifications, but not to only disable these notifications for request creation and keep the ones for updates in requests.

These notification messages are different from the others, as they contain a text message not customizable by administrators, so the users must receive those, regardless of the administration choice. Notification on updates in the issue, on the other hand, only show the modifications.

Suggested Solution

Add an option to prevent SD from sending these automatic replies for creating requests, but keep the customer notified on request updates.