I have added a user in the request participant field but they do not get notification. I am testing this by adding another agent before I use a real customer. They do not get a notification when I make a public comment. Here are my notification settings. Any ideas? I am using Jira cloud service management.
Hi @Paul Dokken ,
Agents who are a customer can be a tricky thing in Jira.
I would recommend to test with a real customer (or customer test account).
Agents may not get the same notifications when they are reporter or request participant of a request in JSM.
I figured out why a customer that was added as a request participant is not getting notifications when the issue was created by an agent. The type needs to be a request type rather than an issue type.
I tried creating a test user and added it to the request participant but still do not get any emails. Is there a way to look at what emails were sent to a customer? I am on the cloud version.
Interesting. Maybe remind agents NOT to create tickets via the Create button, always have them use the customer portal.
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