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Hi @arjun varma ,
Welcome to the community !!
By default the JSM customers (reporter, project participants) receive email notifications when status is changed. For this to work, make sure the "Request Type" field in the ticket has some valid values in it.
These notifications are sent as part of "Customer-visible status changed" in project settings --> Customer notification.
More details in https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/ and https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/
Hi @arjun varma ,
1. Check if outgoing email is enabled
2. Open project settings --> customer notification --> Click edit on any item and send a test email
Check all your folders in the outlook/mailbox. If you are still not receiving the email, please contact Atlassian Support directly in https://support.atlassian.com/contact/ for log analysis.
More steps to identify the cause is described in https://confluence.atlassian.com/jirakb/how-to-troubleshoot-customer-notifications-in-jira-service-management-cloud-967343751.html
In Jira service management the close ticket means the resolution is set for any ticket and for this process the email will sent automatically, you can go to project settings > Customer Notifications > Request Resolved, from there you can customize the template.
When you Procure JSM Cloud the outgoing mail server is pre-configured.