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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
What type of project is the second project? A JSM project? And if so does the customer see that project if they go the to top level on the portal?
Okay, so that explains why the customer cannot access it. In order to access JSW issues you have to have a JSW license.
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
In Jira Software project, users have to be assigned with an actual license for Jira Software. It is no free as JSM project for customers.