I'd definitely set up the Issue updated event to check if it's notifying the expected users. I know, in some particular situations, like the email processing, Jira triggers notifications by firing the Issue Updated event instead of Issue Commented, for example.
Hi @Lisa Bruce, I've seen similar issues before. What JSM version are you in? Is it happening when the reporter comments through the customer portal only? What's the setup for your Issue Updated event? What about different assignees? Does the assignee get notifications for other events? Perhaps, answering some of these questions can help us find out the possible reasons you're having the issue.
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