Disable Email Notifications for User that Made Comment on Incidents

Question

We have the default email notifications setup for "Incident Commented for Requester" and "Incident Commented for Assignee" enabled:

Our issue is that when a Requester adds a comment on their own ticket, they are sent email because it falls under the "Incident Commented for Requester" action of being a Public Comment. And when the Assignee makes a comment on the incident, they are also sent an email of their own comment because it falls under the "Incident Commented for Assignee" action.

We're trying to reduce the email noise for users and agents so that people are only notified when there is new information on a ticket. Has anyone found a good way to reduce email notifications so that agents and requesters do not receive email notifications for their own comments?

Thanks!

TheCyberWarden · Answer

Well now I feel silly--you can go to "my account" > "notifications" > turn off "changes made by me".

That seemed to work for me. But @superadmin, it's good to know that I can also turn those templates off if I need to. Thanks!

superadmin · Answer

I ended up having to uncheck both boxes under the default "Incident Changed" notification template AND turn off the notifications:

Instead, I just used the "Incident Commented" notification template

TheCyberWarden · Answer

@SPSDude I have the exact same problem--that setting is already turned off and I am still receiving double email notifications for any comment I make on my own incidents or changes.