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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


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
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