Public comment notification not sent to organization but only to reporter

Question

Hi to all, our "Customer Notifications - Public Comment Added" is set (per default) with "Customers Involved" as recipient.

Unfortunately, any public comment added to the issue is notified ONLY to reporter and watchers, not to EVERY user in the organizations that the issue is shared with.

It seems that Jira translate "CUSTOMERS INVOLVED" to the reporter only, and not to all the users in the reporter's organization.

Please Help :)

Angélica Luz · Accepted Answer

Hello Luca,

Thank you for reaching out to Community!

When a customer shares a ticket with an organization, by default, the members of the organization will receive only the first notification informing that it was shared and then they can choose in the portal if they want to receive the future updates.

If they don't select to get notifications, they won't receive any other notification.

Regards,
Angélica