Currently, notifications are sent broadly to users across services, which results in many people receiving updates that are not relevant to them. This creates notification overload and is often perceived as spam.

The goal is to ensure that only the people responsible for a **specific service and request** receive notifications, based on service level and workflow stage.

### Current limitation:

With standard Jira Service Management behaviour:

* When a ticket is created, all users assigned at Service Desk Level 1 receive notifications

* This applies regardless of which service the request relates to

* Service Desk Level 2 users only receive notifications when they are explicitly involved via the workflow


### Solution:

To reduce irrelevant notifications, the team:

* Disabled standard Service Desk Level 1 notifications

* Moved all involved users to Service Desk Level 2

* Uses automation rules to notify only the appropriate people based on the service they are managing


This method effectively replaces the default JSM notification mechanism with custom automation in order to achieve service-specific routing.

### Requirement:

The system must support **detailed, service-level control over notifications and responsibility**, so that:

* Only relevant service owners are notified

* Notification behaviour can vary by service and workflow stage

* Teams are not forced to disable standard JSM mechanisms to avoid sending updates to unrelated users. Begin of the insertion

* The groups receiving notifications are not frequently modified, but it should be easy to either add or remove somebody for a given HR service.End of the insertion


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