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By default, when an issue is created through the Customer Portal for a JIRA Service Desk, JIRA Service Desk overwrites the project's JIRA notification scheme and suppresses emails that would be sent to the reporter by the notification scheme. 



Your customers, i.e. the reporters of issues, receive email notifications when the following events happen:

  • when they raise a request through the Customer Portal, 
  • when their request is resolved, 
  • when another user comments on their request, and 
  • when there is a change in the request's status, i.e. the 'status name'.

In this case the issue reporter is also prevented from becoming an auto watcher on the issue to prevent duplicate notifications.

The project's JIRA notification scheme takes effect for all users on your service team. 

JIRA Service Desk 프로젝트에 대한 통지 구성하기

Two settings impact how notifications work for a service desk project:

  • The Notifications setting for JIRA Service Desk at the system level and it controls the JIRA Service Desk notifications for all service desks. This setting is enabled by default. 

     To disable JIRA Service Desk email notifications:

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  • The JIRA notification scheme that is associated with the project.
    • If the Notifications setting for JIRA Service Desk is enabled, the JIRA notification scheme takes effect for the other users. 
    • If the Notifications setting for JIRA Service Desk is disabled, the JIRA notification scheme works as defined for all events and users.



service desk 통지에 대한 참조사항

Only changes between the customer-visible 'status names' will trigger email notifications (e.g. a transition between two workflow statuses can be hidden on the Portal by giving them the same 'status name'). For more information about workflows, see Setting up request types.


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