Hi @James
It looks like you're trying to adjust a Jira notification scheme. However for Jira Service Management (JSM) type projects, JSM doesn't always utilize these notifications schemes in the same way that other Jira projects can. JSM also has its own notification system that is designed specifically to notify users in the customer role.
If you're changing the notification scheme directly to send to a single user, please be aware that Jira (not JSM) can only send emails to licensed Jira users. Even if you enter in a separate email address, Jira won't outright be able to email that user these updates unless it is a licensed Jira user that also has access to view the issue itself. This is largely why JSM has a separate notification system, so that it can overcome the requirement that users be licensed Jira users.
In JSM all the users in the customer role are considered unlicensed users. Hence you can't use the Jira notification schemes to send those users email. It just doesn't work. They can only receive notifications in regards to JSM requests in which they created, or they have been invited as a requested participant, or been shared with them as a member of a JSM organization.
There is also another possibility as to why this might not work as expected: Since you're using a free plan for JSM, you might be running into the limitations of that free plan noted in Limitations in Jira Cloud Free plans. Specifically, for Jira Cloud free plans, there is a 100 notification limit that is enforced daily. If your site reaches this limitation, you might not see a warning letting you know about it.
You might want to start a trial of standard plan for JSM. You might still encounter other email limitations, but it tends to provide more leeway in this area, but it also avails you to other channels of Atlassian Support should this still not be working as expected.
Cheers,
Andy
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