Customers are able to view request in service portal under "Requests" and receive notification request has been received. If issue is moved to another project, they are no longer able to view request.
Below is what they see when "View Request" link is clicked on initial notification issue created when issue moved.
Customer notifications setting
Notification Scheme settings
Customer for JSM are free, and if the request got moved from JSM to Jira Software project, then he/she will first needs an actual Jira Software user license assigned. Furthermore, he/she will need to be assigned with access to the Jira Software project in question (the project where the original JSM request was moved into.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team