Email not sending to reporter

[Elsie Carroll]

I'm working on an automation that will change who the reporter is on an issue from a client to a different 3rd party.  During testing, the reporter is changed successfully, but any comments left on the issue do not get sent to the reporter.  Looking at our notification settings, it does say that notifications on public comments are enabled, and other tickets will have emails sent to the reporter without issue when comments are made, so we're not sure what's missing here.  Should emails be sent as normal, or do I need to set up another step in the automation for that?

[James Walker]

Changing the Reporter via automation updates the field, but it doesn’t trigger the usual “Reporter notified” event. To send the new Reporter an email, add a separate “Send email” or “Comment on issue” action after the change. That extra step forces the notification to go out normally — I sometimes verify dates with useful resources during issue updates

[Elsie Carroll]

Would the comment on issue action behave differently than one of us manually leaving a comment on the issue?  That's what we did and how we know the reporter didn't get the email.

[John Funk]

Hi Elsie,

You should update the Request Participants field also with the value of the new Reporter and see if that solves it. 

[Elsie Carroll]

Hi John,

We have a separate request participant for some of these requests, but I'll add this to our list of things to test!

[John Funk]

Yes, but the Reporter gets added to that list and then the system can read off of that list and not two different fields.