In ITSM, How can users receive request status updates email notifications?

Question

Users aren't getting the status updates for their tickets, e.g. setting the status to In progress doesn't notify the users.

Nikola Perisic · Answer

Welcome to the community @Abdelazeem

To add what @Emily _ DevSamurai have said, automation rule can solve this issue as well:

* Trigger - Value changes - Value is added for Status field
* Condition - Status equals to In Progress
* Action - Send email to the Initiator where for the subject you can add {{issue.key}} smart value so your user know which issue has been moved to the in progress status - other customisation can be made by you

Emily _ DevSamurai · Answer

Hi @Abdelazeem

Welcome to the community!

May I check if the customer notification setting was updated? The notification scheme might be configured to block customer notifications.

You can check for it at Project Settings > Customer Notifications.