Hi! In JSM, the customer who creates the ticket shares it with colleagues as request participants. They are notified of this event, as well as when the creating customer comments on the ticket. However, if someone from our side comments or changes the status, only the ticket creator receives a notification. Could you please help me figure out what additional settings might be needed so that the shared participants also receive notifications about status changes or comments? When commenting, we always use the 'reply to customer' option in SM, if that's important information. Also, in the project settings, notifications are set for all fields so that both the reporter and 'customers involved' receive notifications. I'm not sure what else could be done. The request participants are the same as the customers involved, right?
Thank you in advance for your help!
