Send issue commented notification to customer

[Pavol Gočal]

Hello,

I have a problem with our client receiving the notifications from service desk when issue is commented by a user.

Our setup:

1. Jira Service Desk Project - users with service desk agent licence, let's call it Project A.

2. Jira Software project - user with Jira Core or Jira software licence (developers, consultants), let's call it Project B.

When customer creates an issue in service desk portal (Project A), it is also create in Jira Software project (Project B) with a link between the two issues (implements, is implemented by). 

I have a transition called "Question to customer" in Project B (post function - comment related issue), which creates comment to link issue in Project A and customer is able to see it. The problem is when the transition occurs and service desk issue in Project A is commented (the comment is shown properly in projectA and also in service desk portal for customer), the customer (reporter of the issue) does not receive issue commented notification.

We have a notification scheme set up correctly - for issue commented, the reporter of the issue is set to be notified). Notifications work fine with issue created event or issue updated (e.g. status change) - customer is notified properly. Also notification helper shows that customer should be notified when issue is commented.

I have an hypothesis which I would like you to discuss with me (and correct me if I am wrong):

I have tried one scenario where there are two types of users in project B - a user with just Jira Software Licence (userA) and a user with Jira Software licence + Jira Service Desk agent (userB). When userB used the transition "Question to customer" from project B, the customer did receive an issue commented notification . When userA used the transition "Question to customer" from project B, the customer did not receive an issue commented notification.

Hypothesis: Does the service desk portal customer receive an issue commented notification only when the issue is commented by user with Jira service desk agent licence?

If not, can you guys please help me figure this out? I am out of any ideas why the customer does not receive a notification when the service desk issue in projectA is commented through post function in transition from projectB.