Request participant not receiving ticket communication

Jason Sweet

As the subject states: the participant does not receive any notifications when comments are added, status changes, etc.  Do I need to mess with permissions?  Nothing stands out to me as relevant.

The participant is listed under Customers for this project.

Any guidance would be appreciated! Thanks!

Petter Gonçalves

Hello @Jason Sweet

Thank you for reaching out.

Sorry to hear you are facing this problem. Please, check the following details so can  troubleshoot together why the request participants are not receiving notifications:

1 - Navigate to your SD project > Project Settings > Customer Notifications > Click to Edit the notifications that are not triggering for the request participants and make sure that the Customers involved are properly added to the notification:

2 - Check if the comments that are not generating the notification are added as Public, not Private.

3 - Check that the status change that are not generating the notification is configured to be properly displayed in the customer portal under Project settings > Workflow

4 - Is the problem happening for all the users added as request participants or only to specific ones? Make sure the e-mail is not arriving as spam and if their firewall is whitelisted with the Atlassian Cloud outbound e-mail addresses listed in the documentation below:

Atlassian cloud IP ranges and domains 

5 - Are the request participants able to access the issue?

6 - Is the reporter of the issue receiving notifications?

Let us know your results when you got the chance to check the steps above.