Email notification to customers added in 'Request Participant'

[Kenneth Beals]

Hello. Customers of our site are not getting email alerts when said customers are added to the 'request participants' field. If a help desk agent is added to the field, they get the alerts as expected. There is no issue security schema. Any direction on how to get the customers that we add to the 'request participant' file to get alerts would be appreciated, as it seems from the documentation that this should work out of the box. I manually added 'User Custom Field Value (Request participants)' on the notification scheme, but this does not appear to work either.

[Jonas Ekström · Accepted solution]

Hi,
Have you looked at "Customer notifications" under "Project settings" for the specific Service Management Project?
The notifications scheme and "Notifications" are just your internal notifications.

[Kenneth Beals]

Hi Jonas, thanks for your reply. Yes all the settings there are default on, except for the Organization notification, which we intentionally have off.

Now, I have been reproducing this issue, and tailing the exchange logs to see if notifications are going out, and they appear to be successful now. I'm not sure what I did (or didn't do), but this is working now. Accepting your answer as it's where I should have looked initially. Thank you!