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  1. Jira Service Management Data Center
  2. JSDSERVER-5986

Have the option to selectively disable the auto-reply notification for when a request is received

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      Problem Definition

      Currently, whenever a new request is received, the customer/reporter would receive an auto-reply email about the request. For customers who regularly contact the system or who raises tickets on behalf of someone, this can be frustrating and overwhelming after a while as the initial replies keep coming. While this feature can be disabled, it will be disabled for all customers using that service desk, and there are no options to disable for selected customers.

      Suggested Solution

      Have an option to selectively disable the auto-reply notification. Perhaps by the email of the customer, or some sort of filter.

          Form Name

            [JSDSERVER-5986] Have the option to selectively disable the auto-reply notification for when a request is received

            Martin Heim added a comment -

            We receive a large number of messages that are sent automatically from other systems (comparable to monitoring systems). If we respond to these messages, this in turn leads to a message or workload for the other party's system

            Martin Heim added a comment - We receive a large number of messages that are sent automatically from other systems (comparable to monitoring systems). If we respond to these messages, this in turn leads to a message or workload for the other party's system

            Mark Easton added a comment -

            +1 Vote - This is a hugely frustrating situation for us with a client who also has a service ticket system. We are getting 'auto-acknowledgement tennis' . It should be easy to specify not to acknowledge emails from a certain organisation or email address

            Mark Easton added a comment - +1 Vote - This is a hugely frustrating situation for us with a client who also has a service ticket system. We are getting 'auto-acknowledgement tennis' . It should be easy to specify not to acknowledge emails from a certain organisation or email address

            Martin Fuchs added a comment -

            We would also be very interested in the proposed solution.
            We would like to exclude certain email addresses of certain customers from the automatic notifications in our Jira Service Management project.

            Martin Fuchs added a comment - We would also be very interested in the proposed solution. We would like to exclude certain email addresses of certain customers from the automatic notifications in our Jira Service Management project.

              Unassigned Unassigned
              jtye Joe Wai Tye (Inactive)
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                Created:
                Updated: