Is it possible for a reporter to receive email notifications if he's not part of a service project?

Question

Is it possible for a reporter to receive email notifications if he is not part of the project?

We are moving tickets from one service project to another (L1 to L3) but when we reply to customer from the service project L3, they never get any email notification (the reporters/customers from L1 Service project are not customers on the L3 Service project) (we are trying to keep that project more internal), but we would like to send notifications and follow ups to the reporter from project L3, is it possible?

Thanks!!

Tyler Alonzo · Answer

Hi @Alex Koxaras -Relational- I would also like to know this

So pinging here again if it is possible to do as Laura asked? Thanks!

Laura Rodriguez_8lz6e7 · Answer

Hi @Alex Koxaras -Relational-

Thanks! The customer is not in the project I moved the ticket to. (because we don't want them to view that project in their portals) but we do want them to receive notifications about the progress of that ticket, is it possible?

Alex Koxaras -Relational- · Answer

Hi @Laura Rodriguez ,

It depends really. If the reporter is a customer of a project, and the customers notifications are disabled, then yes, the reporter will not receive an email.

If the reporter is an internal customer, with a jira license, and tour project is set to send only jira notifications, then if the reporter is not in the updated event, he will not receive notifications.

So if I were you I would check:

* If the customer is in the project
* If the customers notifications are enabled
* If the customer is a jira user, I would check the motification scheme