Customers not receiving email notification when changing internal comment to public comment
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
In Jira Service Management, JSM agents and collaborators can add internal comments to requests created in service management projects and it won't send any notifications to the customers. More details on JSM project roles can be found here - What are project roles in Jira Service Management?
When the JSM agent converts this internal comment to public comment by editing and switching it to Reply for customers, the customers won't receive an update for this comment and will only be able to see it when they view the request from the customer portal.
Environment
Jira Service Management Cloud
Cause
It happens when "Public comment edited" notification is turned off under Project settings > Customer notifications. You might have turned it off not to send any notifications for minor edits in the comment. When an internal comment is changed to a public comment, it is treated as a "public comment edited".
Solution
To fix this, you need to enable "Public comment edited" notification under Project settings > Customer notifications.