Internal User who creates JSM ticket in portal not getting emails

[Ben Weisman]

Customer notifications are all on. They're in the customer list for the project. Do customers have to have 'People' access?

[Brant Schroeder]

@Ben Weisman The person is a licensed Agent on the project but is also a customer.  If that is the case they would get internal emails but not customer emails or both depending on the product settings listed below.

Can you confirm that they are not getting internal emails from Jira?

I would also check and see if it is on one issue or all issues.  If it is just a single issue have them check the issue in the portal and make sure that they did not turn off notifications on their issue.  

[Ben Weisman]

Hi Brant,

   The person is a JIRA software users. We just bought JSM to use it for one project. So this user has JIRA software access but not JSM. They get internal emails from Software projects. We were testing out the new JSM system so he put in a ticket within the portal. He can view the ticket within the portal but is not getting an email when a comment is put in etc etc.

[Brant Schroeder]

@Ben Weisman What are your customer settings on that project?   Does the issue you created have a request type associated with it?  

[Ben Weisman]

@Brant Schroeder It does. I myself am getting the email notifications. But I am also an agent.