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  1. Jira Service Management Data Center
  2. JSDSERVER-448

Service Desk always sends notification to the reporter, ignoring the notification scheme

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      For a project which is associated with ServiceDesk, if a user creates a Service Desk Request (through the Customer Portal), then the Create Issue notification is sent by mail to the Reporter even if there are no users marked to be notified on that event in the Notification Scheme.

            [JSDSERVER-448] Service Desk always sends notification to the reporter, ignoring the notification scheme

            adrian-hass_tamedia added a comment -

            Why would any User get an Email for every comment he himself writes? Even if I only communicated via EMail with service desk, I get every Email I sent back as the comment notification. This should at least be able to be switched off in the user's profile...

            adrian-hass_tamedia added a comment - Why would any User get an Email for every comment he himself writes? Even if I only communicated via EMail with service desk, I get every Email I sent back as the comment notification. This should at least be able to be switched off in the user's profile...

            chao added a comment - - edited

            The notifications behaviour in 1.2.6 has slightly changed (or rather fixed to work as originally intended). The current behaviour is described here:

            https://confluence.atlassian.com/display/SERVICEDESK/Setting+up+request+types#Settinguprequesttypes-Hownotificationsworkforaservicedeskproject-versions1.2.6andlater

            In short, Service Desk does not honour the JIRA notification scheme for the Reporter of a Service Desk request. As such, the behaviour described in this bug report is as intended and not a bug.

            chao added a comment - - edited The notifications behaviour in 1.2.6 has slightly changed (or rather fixed to work as originally intended). The current behaviour is described here: https://confluence.atlassian.com/display/SERVICEDESK/Setting+up+request+types#Settinguprequesttypes-Hownotificationsworkforaservicedeskproject-versions1.2.6andlater In short, Service Desk does not honour the JIRA notification scheme for the Reporter of a Service Desk request. As such, the behaviour described in this bug report is as intended and not a bug.

            Ubisoft added a comment -

            Is there any way to even access the templates for these e-mails? At least being able to modify them would help?

            Ubisoft added a comment - Is there any way to even access the templates for these e-mails? At least being able to modify them would help?

              Unassigned Unassigned
              jraupp Jose Raupp (Inactive)
              Affected customers:
              2 This affects my team
              Watchers:
              5 Start watching this issue

                Created:
                Updated:
                Resolved: