Customer portal does not receive issue update notification

Question

Dear all,

I would like to get some clarification on Service management for users.
We have customers C1 who create request through customer portal.
From the request field we have a custom field name CC/User in which we add C2 and C3.

We have configure Service management project notification rules to get cc/User field as part of different issue event.

C2 and C3 does not have access to project SM has they are not part of the service Desk team.

Question : 
Any reason why users C2 and C3 does not receive notification ?

regards

serge calderara · Answer

Hi @Nic Brough -Adaptavist- ,

I can see that in Customer notification in SM project setting we can configure the email which is send to customer.

The TO field of the email is set by default as Customer Involved

Is there a way to add to the TO field, my created custom field cc/Users ?

regards

Nic Brough -Adaptavist- · Answer

It's because

> "C2 and C3 does not have access to project SM"

Jira has some security - by default it won't leak information about an issue to people who can't see the issue.