Disable customer notifications for a specific status transition
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
In some scenarios, you may require that a status transition not send a notification to customers. for example, when a request is transitioned to Canceled.
This article covers solutions for disabling customer notifications during specific workflow transitions.
Which solution should I use?
Goal | Recommended option |
|---|---|
Only specific transitions (e.g. Canceled) should be silent — other status changes still notify customers | Hide the transition from the customer portal — map the affected statuses to the same portal status name in the request type's Workflow statuses tab |
No status transition should ever notify customers, but resolution-set notifications should still fire | Disable "Customer-visible status changed" notification — turn off "Customer-visible status changed" in Project settings > Notifications > Customer notifications |
Solution
Hide the transition from the customer portal
It is possible to customize the workflow statuses for a request type. This means you can hide statuses in your workflow from the portal while still having the work item transitioned internally in Jira.
If there is no publicly visible status transition in the portal, the customer will not be notified. The customer will still receive a notification when the resolution is set on the request.
The downside of this solution is that the status transition will be fully hidden from customers, even in the portal.
A transition between two workflow statuses can be hidden from the customer by giving them the same status name in the request type configuration page (in Project settings > Request types, inside a request type in the Workflow statuses tab).
Disable "Customer-visible status changed" notification
You can disable customer notifications whenever a request is transitioned. This will fully disable any status transition notifications to customers.
The downside of this solution is that no status change notifications will be triggered to customers at all.
This can be done at Project settings > Notifications > Customer notifications. Disable the toggle for "Customer-visible status changed." The customer will still receive a notification when the resolution is set on the request.
After applying either solution, transition a test request through the affected status and confirm (from the customer portal, not the agent view) that no notification email or visible status entry appears, while checking that other transitions still behave as expected.
Workaround using automation
If the solutions above don't solve your issue, you can consider using an automation rule to trigger notifications only for specific cases:
Disable the customer notification for Customer-visible status changed.
Create an automation to send notifications for specific transitions.
A base example of how the rule can be configured:
Trigger: work item transitioned. Select all the statuses that you require the customer to be notified about.
Action: send email. Customize the body of the email.
The smart value
{{issue.status.name}}can be used to customize the email to send the name and status of the work item to the user.
You can use other smart values and HTML to configure the content and shape of the email. For assistance with setting up an automation rule, see "Create a custom automation rule."
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