Since 3.3.0 Server and current Cloud, it is now possible to control which Service Desk notifications will be sent, on a per project basis.

If there are any specific scenarios not handled by this change, I would recommend raising new tickets to track those issues.

Regards
Matt
JIRA Service Desk developer

JIRA Service Desk Support asked me to comment here to highlight this issue again.

We wanted to create a new Service Desk that would not send out messages automatically. Only when our agents make comments to the customers it should create a mail. Sadly this is still impossible to achieve.

The global notification setting overpowers a lot of the rules in the notification scheme without any hint that it does so. Even the notification helper isn't able to tell us exactly which mails are being sent out and which ain't.

If the global setting it ON and the scheme doesn't have any rule to send a message, it still will.
And if we turn it OFF and add a rule into the scheme to inform the customer when a new case arrives, it won't send out a message.

The global setting is just too powerful and messes with the notifications. My suggestion would simply be to remove it and solely send out notifications on project level, or at least priories them over the global setting. The other way around as it is now doesn't really make sense.

We are now forced to either abandon all messages on all other Service Desks just because of one single project that doesn't want messages, or we must have this one also send out mails and confuse the customers because they won't really know what's going on based on the message that's being sent as they are still not yet customizable in the self hosted version of Service Desk.

tevans and edwin@atlassian.com, I just want to emphasize that the original request, to disable notifications per project, is still a relevant and valuable use case. Let me give you our example.

We use JSD in our enterprise for two distinct purposes: as an internal IT help desk, and as an external "client support portal".

For the internal IT help desk, the native JSD notifications are fantastic, and we'd like very much to continue using them (especially as you continue to jam more functionality into these notifications, like approvals and muting, and your UX implicitly assumed that folks are using these native notifications for these functions to really be useful.)

However, we are a healthcare IT company that work with sensitive personal and medical data, and so we cannot use these notifications for the external "client support portal" use case from a mere security/legal compliance standpoint. Just the sheer fact the free text comments (which may contain sensitive information) are sent in free text over non-secure email in the body of the notifications is a non-starter. Essentially, we just need a "something has changed, login to view" notification. We have a method for doing this (using the Riada Notification Helper plugin), but to do this we have to disable the native notifications for ALL projects, including the internal IT help desk (where we want to keep using them). Unfortunately, since we cannot use the native emails, all the new approval and muting functionality added in JSD 3.2 (which is really fantastic) is relatively unusable for us, because the UX path largely depends on the native notifications to work.

Again, we don't even need the ability to customize notifications per project, as we've already found plugins to do that. We simply need a way to disable the native notifications for one project we need to customize without losing native notifications across the entire enterprise, like what the older DB workaround provided. Any sort of comparable workaround would be greatly appreciated; I'm sure we're not alone in the "mixed Service Desk" use case.

Any idea when this is going to be implemented ? People are really getting annoyed because they received so much useless mail.
When looking at the info, it seems this request is pending for several years, without any action, but with a lot of votes.
It is very unfortunate Atlassian doesn't listen to the company who are using JSD.

edwin@atlassian.com this has been pending since 2013  how come you said it was a high priority? Can you let us know if you have any updates? Should this be closed as duplicate of JSD-971?

I would functionality that is pretty close to this particular spec. I would like to be able to disable notifications to specific users, per notification type. Has anyone had any luck with this?

I want to have an ability to turn off Issue Comment notification to Reporter. Anyway it is always ON. When I use JETI templates, my customers receive two emails

I put my ass on the line to implement Jira Service Desk! THIS IS A SHOW STOPPER, for me.

We would like to see at least disabling notifications per project too

Hello, Tim.
I think a lot of SD customers really want to see configurable SD notifications, as mentioned in https://jira.atlassian.com/browse/JSD-971.

In our case we have a lot of statuses in our workflow. Customer should see some of them but shouldnt recieve notification because no action from him needed.

As a workaround we would like to see at least disabling/enabling notifications per project

Hello All,

The database modification workaround was posted in 2013. In the recent versions of JIRA Service Desk this does not change the notifications. Notifications will continue to be sent and can only be controlled globally through the Configuration page for JIRA Service Desk which is located in JIRA Administration > Add-ons.

Please continue to follow this suggestion for updates.

Cheers!
Tim | Atlassian

I set this to 0:
UPDATE public."AO_54307E_VIEWPORT"
SET "SEND_EMAIL_NOTIFICATIONS"=false
WHERE "KEY"='your_project_key';

I disabled->reenabled the plugin. Still getting the service desk notifications. Is there something else that should be done to remedy this?
I have the notification schema set to None.
I also upgraded the plugin after I set the SEND_EMAIL_NOTIFICATIONS = 0 (I see boolean on my instance) and it's still sending me notifications.

Any update on this? I made the DB change but I'd prefer to be able to change this through the admin GUI. We have multiple SD projects used in very different ways by several different teams/departments and some want default SD notifications while others want custom notifications. Currently, the only other way to do this would be to disable all SD notifications and setup custom notifications on a per project basis.

Any update on this?

We'd be very happy to be able to choose what to trigger notifications to our users on.

any news?

Hi Edwin, what is the ETA?
as it stands the complaints are so bad that i have it on my table to move away from JIRA service desk asap and find an alternative product
(to clarify, i've been told by Atlassian support it is not possible to disable postfunctions generic event triggers from the workflow)

can i check it is actually not possible to apply the JIRA notification scheme to service desk?
my internal customers are complaining about the amount of notifications and the more i use this service desk, and the less happy i am with it

Thanks for the tip Edwin. For others trying this out, I noticed I had to disable/enable the Service Desk plugin first...seems some projects were not e-mail outing to the reporter for tickets created via Service Desk until I did.

HI David, Maree,

When we placed this configuration in the beta, it was never intended as the final design. As we moved towards 1.0, we made the decision to rethink how we did the configuration for JIRA Service Desk. Unfortunately in this scenario, we took away the configuration, and never added it back to the final product.

I've talked to the team and we all understand that this is high priority for us to fix in the product. We are working on it right now and hope to be able to give you a new version very soon with the configuration option added back.

In the meantime, there is only one option, which is to manually change the setting in the database. To do this, you will need to run this statement to change the flag that controls notification:

UPDATE public."AO_54307E_VIEWPORT"
SET "SEND_EMAIL_NOTIFICATIONS"=false
WHERE "KEY"='your_project_key';

Where your_project_key is the lower case key of your project. You can see this in the url to your portal.

We're having major issues with this too, as during the beta we were using JETI to send emails that comply with our very tight brand guidelines - and now we seem to be stuck with the service desk ones.