How to disable notifications for requests shared with the organization
Platform Notice: Data Center Only - This article only applies to Atlassian apps on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Since Jira Service Management 3.3.0, we can now group customers in organizations and share requests with the organization. If a customer is a member of just one organization, a newly created request will be shared with the organization by default and an email will be sent to every customer in the same organization. Thanks to the new feature which allows us to customize the email notifications template, we can disable this particular email notification.
Solution
Follow this guide to disable the customer notifications rule "Organization added" and save the changes.
If you'd like to keep this notification enabled but only sending if certain conditions are fulfilled, you can disable this rule and create a custom Automation rule.
For example, customers in the organization should be notified only when a critical issue have been raised.
WHEN: Organizations added to issue
IF: Issue matches: priority in (Highest, High)
THEN: Send email to selected recipients with customized content (refer to this documentation)
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