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When we add users to the "Request Participant" field , do they receive notification emails every time there is an updates on the tickets? Can they respond to the tickets via email? Just to make sure since some users say they do not.
The customer notifications are enabled for;
Am I missing any other settings to make sure they receive/respond to the tickets via email? Thank you.
Request Participants get all the notifications just like the issue reporter on the issue. If your environment is setup to process reply emails as issue comments, then the issue (associated with the notification) should display their comments (public) to the issues.
For the users who stated that they don't receive the notification, you may want to contact Atlassian Support (https://support.atlassian.com) for further support because they can look into the audit system logs on outgoing emails from your site for possible problems.
Lastly, you should enabled "Request resolved" notification for your JSM projects.
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Technology Applications Team
In Jira/JSM, when an issue is CLOSED/RESOLVED, the resolution field is populated. This drives the "Request resolved" event in Customer notifications setup.
As stated in the UI - This event is for
"When a request resolution field is set, your service project notifies the reporter and all customers involved. This notification is sent to the reporter even if they have turned off notifications for a request."
It is a default event that we always enabled, because we want the customers always be notified when an issue is resolved. Of course, it is up to your team to determine if this is something that you want to use in your process.
Hope this helps. If my suggestions helped you, please click on "Accept answer", so others with similar asks will see this post as an answered one.