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jsm account is not active- do theose people receive JSM notifications?

Deb Keene February 16, 2024

We invited several people at a company to set up a JSM account- some set up their account and some did not.  If a ticket is created and chooses to "share with" the company- do the people who have not set up their account in JSM still get notifications about jira tickets submitted?

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Rilwan Ahmed
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February 16, 2024

Hi @Deb Keene ,

Regardless of whether someone is a customer, agent, or admin, they will receive customer notifications if they:

  • Raise a request

  • Are added to the Reporter, Approver, or Request participant field on a request and have verified their email address

  • Belong to an organization that has allowed customers to share requests with each other, and have a request shared with them

  • Are a customer (not an agent or admin) and they post a public comment on a request

More details in https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/

Deb Keene March 28, 2024

Thanks- I want to make sure I am understanding- on our page "projects/(the name of our project)/customers- we have different customers listed and under the customer we have people listed that we have sent invites to so they will set up an account in JSM and be able to use site.  When we send an invite, but person has not set up their account yet- the column "status" has that person as invited- but they are not active.  Do the people with status "invited" get notified of tickets if the ticket requestor choose to share the ticket with their organization?  Or are only the people who have set up an account in JSM notified of the ticket submission?

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