Request Participant not getting comment notification

[Paul Dokken]

I have added a user in the request participant field but they do not get notification.  I am testing this by adding another agent before I use a real customer.  They do not get a notification when I make a public comment.  Here are my notification settings.  Any ideas?  I am using Jira cloud service management.

[Paul Dokken · Accepted solution]

I figured out why a customer that was added as a request participant is not getting notifications when the issue was created by an agent.  The type needs to be a request type rather than an issue type. 

[Dave Mathijs · Accepted solution]

Hi @Paul Dokken ,

Agents who are a customer can be a tricky thing in Jira.

I would recommend to test with a real customer (or customer test account).

Agents may not get the same notifications when they are reporter or request participant of a request in JSM.

[Paul Dokken]

I tried creating a test user and added it to the request participant but still do not get any emails.  Is there a way to look at what emails were sent to a customer?  I am on the cloud version.

[Paul Dokken]

I figured out why a customer that was added as a request participant is not getting notifications when the issue was created by an agent.  The type needs to be a request type rather than an issue type. 

[Dave Mathijs]

Interesting. Maybe remind agents NOT to create tickets via the Create button, always have them use the customer portal.

[Paul Dokken]

We could do that but the agents like to use JSM so they have access to more fields like who they will assign it to