Changed reporter but no emails being sent

Question

I setup JIRA Service Desk last week and added some issues. Now I have added customers to service desk and changed the reporter on some tickets to the new customers. But none of the customers are getting email updates when I comment.

Am I missing a config step?

Raymond Brady1 · Answer

Thanks for the reply Niclas. I have checked notifications and it is set to:

* No, only send JIRA Service Desk notifications to customers (recommended)

Should I change this to?

* Yes, send customers both JIRA Service Desk and JIRA notifications

Seems like the recommended settings should work. Or, am I missing something.

I also checked on setup. Notifications for public comment added are enabled. The TO field shows Customers Involved. I added Reporter (Customer) and tested but still didn't work.

Niclas Sandstroem · Answer

Start with check that notifications is turned on.

https://jira.domain.com/secure/admin/SDConfiguration.jspa

Then review the following how to setup/manage it.

https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html

Br, Niclas