How do I re-enable customer notifications on an issue after they clicked the link to disable?

[Vicki Stanfield]

I have a customer who clicked the "View request - Turn off this request's notifications" link in the Jira email for a specific service request and would like to start getting notifications for that request again. I removed him as a Required Participant and re-added him, but that didn't do it. I don't see anything in the Jira that shows where this is turned off. Can someone advise me how to undo his mistake?

Vickistan

[Markus Fredén · Accepted solution]

Hi @Vicki Stanfield ,

On the relevant ticket, You can click on "Manage watchers" (The eye) and add the customer user there.

Make sure you have the "Manage watchers" -permission.

/Markus

[Vicki Stanfield]

Thanks, but this doesn't seem to work for me. The user is a customer and not a Jira Service Desk user. I thought I read in the docs that only an admin could disable notifications, but be that as it may, this user was able to. When I try to add him as a watcher, it says the user is not found.

Vickistan

[Vicki Stanfield]

If it helps any:

The System Notification helper shows this:

Status: {Username} does not receive notifications for the Issue Commented" event.

[Markus Fredén]

If it's regarding a customer user, I think you have to have the customer turn on notifications themselves on a ticket level in the portal:

/Markus