JIRA Service Desk: Why are customers not getting notifications?
Why are JIRA Service Desk customers not getting notifications? / In what instances JIRA Service Desk customers stop receiving notifications?
Use-case – 1
When creating the issue, did you use the 'Create' button at the top of the screen? If so, the issue is considered an internal JIRA issue, and not a service desk issue. You can check this by opening the issue and looking on the right, for a section called "Service Desk request". If the Request Type line says ‘None’, then JIRA doesn’t consider this as JIRA Service Desk issue.
You can click the pencil icon and assign a request type manually. But better yet, you can make issues as JIRA Service Desk issues right off the bat, by clicking the Raise a Request option on the project's left sidebar. After selecting the request type, you can choose for whom you are raising the issue, and they should receive notifications as normal.
JIRA Service Desk notifications may be disabled. You can check that quickly, by following the steps listed here.