Notifications to people added in the shared with list

[Mohit Verma]

Hi Team,

We are facing the issue with some notifications not getting triggered for additional people added to an incident by the reporter.

Customers added to the Shared with list by the reporter in an incident on JIRA are not getting notified about new updates sent from the ticket using Reply to Customer even after setting up the rules in the Project for Notifications to be sent out to all parties the incident is shared with, Only the reporter gets notified. 

Is there an alternate way to do this and what would be the additional settings for the same.

Below is already enabled in the notifications setting on the project:

“When a comment that is visible to your customers is added to the request/issue, your service project sends all the customers involved on the request a notification.”