Jira Service Desk customer, doesn't receive email notifications for new comment. What is reason?

Question

Hello support.

We have itpartner.atlassian.net Service portal. One of  our custommer - 'trz@econt.com' can not receive email notification when she in request participants. For example you can see service request SR-14202.

What is the reason for this issue?

Regards Plamen Dimitrov

Пламен Димитров · Answer

Thanks Jack,

You are right, I sent request on Atlassian suppot center.

Regards

Jack Brickey · Answer

Plamen, one thing to note here is that this is the Community (public) channel vs. support though at lot of good support occurs here. :-)

I mention this only because in practice you may not wish to share specific details like the service portal and customer's emails.

Susan Hauth _Jira Queen_ · Answer

Hi Plamen,

Two possible reasons that I could think of:

1. The user 'trz' has marked "do not receive notifications" on the Service request.

2. In the Project Settings - Customer Notifications - Ensure that "Customers Involved" is in the "to" for notifcations.