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Question: your SD agent is commenting a JSD ticket and customer is notified. Customer replies via email, this comment is added to the ticket, but customer receives a notification as well. How to avoid it?


Answer: Wrap your current notification template like that:

Avoiding notification on customer's own comment - option A
#if ($context.currentUserEmail != $issue.fields.reporter.emailAddress)

   Your current template as is...

#end


it will ensure that the notification will render only when it is sent by non-reporter.

Or, alternatively, you can do the following:


Avoiding notification on customer's own comment - option B
#if ($context.currentUserEmail.endsWith("@yourdomainname.com"))
    
    Your current template as is...

#end


The snippet above will check that the action was performed by a user with specific email domain name. It works, because, normally, your agents' emails are within one specific domain, while your customers are in other. Replace "yourdomainname.com" with a domain that is used by your organisation.

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