How to disable customer notifications for a specific transition?

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary


In some scenarios, we may not want to have customer notifications sent out when we transition to a Workflow Status, like for example moving from In-Progress to Cancelled. This can mean that no action was done on this case and hence we are not proceeding towards any action on this ticket. This article covers a few options to disable customer notifications on specific workflow transitions. 

Environment

Jira Service Management Cloud

Solution

You can find three different ways to disable customer notifications below:


1. Update the Jira workflow statuses to have the same name on the portal to avoid triggering a customer notification. 

Customer-visible status changed event is triggered when we move to a status that is visible to the customer on the portal. 

The suggestion is to set a single customer-facing name for multiple statuses that are not necessary for customers to have visibility about. This will hide the unnecessary status as well as status transitions from the customer For example, if we move from the status "In-Progress" to "Cancelled" and we don't want a customer notification to be triggered, we can change the status name(that would appear on the portal for customers) of "Cancelled" to " In Progress " in the below location 

A transition between two workflow statuses can be hidden from the customer by giving them the same status name.


From your service project, go to Project Settings > Request types.

  • Select the request type whose workflow you want to customize.
  • Select the Workflow Statuses tab.

  • Under Status, name to show the customer, enter the workflow name of the previous Status 

  • Click Save to confirm your changes.

    Example ScreenShot as below.


    Note
    : Review your workflow configuration under Project Settings > Workflows to understand the flow and gather names of "From" and "To" Status.

2. Disable the "Customer-visible status changed" Notification.

Admin can decide to disable this event altogether to ensure that NO transition updates are sent to the customers.

To do this navigate to Project Name > Project Settings > Customer Notifications > "Customer- Visible Status Changed" 

NameTypeDescriptionEnable
Customer-visible status changedRequestWhen a request transitions to a status that is visible to the customer, your service project notifies the customers involved.No

This, however, will disable all the customer notifications and is not specific to any transition.

NOTE: Even if the above is turned off notifications for a request, they will still receive notifications When the request is resolved, you read more about that in What notifications do my customers and team receive?

3. If the above two options are not viable options, we can use Automation for Jira to Trigger only the Necessary notifications. 
  1. It would mean disabling the notification setting for Customer-visible status changed, however as mentioned this would stop notifications for all transitions that are visible to customers. Once it is disabled, it would be necessary to create an automation to send notifications for necessary transitions and exclude the ones for which you don't want any notifications to be sent out. This solution may require updating the Automation Rule as and when the workflow used changes. You can refer to our documentation on creating a custom automation rule for these purposes.

    You can do this by navigating Project Name > Project Settings > Automation > Create Rule 
    Use the following components in the rule
    Trigger: When an issue is Transitioned 
    Action: Send Email ( Can select customers involved, assignee, initiator or specific user, Groups, and even Smart Value ) 
  2. You can add multiple such triggers to cater to the workflow status which requires a customer notification and leave the status which doesn't require a customer notification. 






Last modified on Nov 7, 2024

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