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In order to avoid duplicate notifications, Jira administrators should deactivate the notifications for new comments.
Unfortunately, this needs to be done manually, because apps cannot change notification schemes.
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When a new comment is added, the app will add the signature by editing the comment immediately after it has been created. This would cause two notifications to be sent – one without the signature, and one with the signature included. To avoid possible confusion, we recommend to disable the notification for new comments, so only the notification with the signature is sent. |
There are two types of notifications involved: Jira notifications and customer notifications. Jira notifications are usually sent to internal Jira users, but may also be configured to be sent to customers. Customer notifications are only sent to Jira Service Management customers, and they are configured separately.
Jira notifications
To disable the notifications, from Jira Settings, select Issues, then from the left, select Notification Schemes, and click on the name of the notification scheme that you want to change.
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To reinstate the original notifications, you can add notifications again to the event by simply clicking Add in the Issue Commented row. The default recipient list is
which need to be added one by one. |
Scheme Copy
Alternatively, you may want to create a copy of the notification scheme and edit the copy. However, then you must assign the new notification scheme in the project settings, which might me cumbersome if you have many projects.
Customer notifications
Notifications for the service desk customers are handled separately. To adjust the, go to the Project’s settings, then from the left, select Customer notifications, and disable notifications for Public comment added.
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Unfortunately, Jira Service Management does not offer a global configuration for customer notifications, so the adjustment needs to be done for every service project.