Disable customer notifications for a specific status transition

Summary

In some scenarios, you may require that a status transition does not send a notification to customers. for example, when a request is transitioned to Canceled.

This article covers some solutions to disable customer notifications on specific workflow transitions.

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 being visible in 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 notification related to status transitions 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.

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:

1. Disable the customer notification for Customer-visible status changed.

2. Create an automation to send notifications for specific transitions.

A base example of how the rule can be configured:

1. Trigger: work item transitioned. Select all the statuses that you require the customer to be notified about.

2. Action: send email. Customize the body of the email.

   1. The smart value {{issue.status.name}} can be used to customize the email to send the name of the 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 in setting up an automation rule, check out Create a custom automation rule.