A user is reporting that clients are unable to see their responses, what could be causing this issue

[Aamir Khan]

A user is reporting that clients are unable to see their responses, what could be causing this issue

[Jack Brickey]

Hi @Aamir Khan ,

please verify that this is a Jira work Management project and not a Jira service management project. The reason I ask is that the answer could certainly be different. In a Jira service management project my typical answer would be to check to ensure that the request type is in fact set, and that that user is indeed the reporter. For Jira work management please check the notification settings to ensure that the user falls into a group or a role that would be receiving notifications.

[Aamir Khan]

Hi jack, 

This is a Jira Service Management project. By request type, do you mean replying to customer or adding an internal comment?

[Aamir Khan]

the user have confirmed they are replying to the customer

[Jack Brickey]

Ok. So I will move the post to the JSM collection.

In order for the customers to see the request in the portal then the customer request type must be set. If the customer creates the issue within the portal, the request type is selected by them and thus added to the issue automatically. However, if an agent creates the issue on behalf of the customer and fails to set a request type then the customer will not see the issue in the portal even if the agent sets the customer as the reporter. If you look at the detailed issue view you will see the request type field and I suspect it is an assigned. 

[Jack Brickey]

Note that the customer should receive an email when the agent makes a public comment unless configure otherwise under customer notifications.