Question: your JSM 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.
