Can users added as "request participants", without a license, get notifications on tickets.

[Christina King]

I have users who have been added as request participants on a ticket but, are not receiving updates. They do not have a license.

[Arkadiusz Wroblewski]

Hello @Christina King 

agree with what’s already mentioned, no agent license is required for request participants.

If they are not receiving updates, I’d look beyond licensing and narrow it down a bit:

if all participants are affected → check project setup (customer permissions, notifications)

if only some users are affected → often it’s on the user side (mail filtering, spam, company mail rules)

From experience, partial cases are very often caused by mail handling on the customer side, not Jira itself.

@Trudy Claspill  and @John Funk already asked you pretty Key points to narrow it down.

[Trudy Claspill]

Hello @Christina King 

Can you clarify if this concerns a Jira Service Management space? Request Participants are relevant only in JSM spaces.

And when you say the users don't have a license, do you mean they don't have a Jira User nor JSM Agent license? Have they been granted Customer access to the Service space where the items exist?

What notifications do you expect them to receive? Request participants would receive only the Customer Notifications set up for that Service space where "Customers Involved" is among the Notification recipients.

[John Funk]

Hi Christina,

Are any other users in the same ticket who are in the Request Participants field getting notifications? How about other tickets in that same project? Do the users at least have a free Customer account?