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Request Participant not getting comment notification

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.

jira.jpg

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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. Untitled 2.jpg

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Dave Mathijs
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 19, 2022

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.

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.

Like Nicole Wolf likes this

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. 

Like Dave Mathijs likes this
Dave Mathijs
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jul 14, 2022

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

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

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