Request Participant is not receiving notifications
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
One request participant doesn't receive Customer notifications on Issue Updated, Issue Commented, etc. events on one ticket, whereas they receive customer notifications on other tickets in the same project.
Types of notifications in JSM
In Jira Service Management we have basically two types of notifications as covered in the following article:
Customers, agents, and administrators get email notifications about activity on requests. The type of notifications that someone receives will vary based on their role and how they’ve interacted with the request. Learn more about roles in Jira Service Management.
There are two types of notifications in Jira Service Management: customer notifications and internal notifications:
Customer notifications
Regardless of whether someone is a customer, agent, or admin, they will receive customer notifications if they:
- Raise a request
- Are added to the Reporter, Approver, or Request participant field on a request
- Belong to an organization that has allowed customers to share requests with each other, and have a request shared with them
- Are a customer (not an agent or admin) and they post a public comment on a request
Internal notifications
Internal notifications are only sent to agents and admins, and never to customers. Internal notifications are sent to agents or admins if they:
- Are added as a watcher on a request (this happens if they post an internal note or a public comment on a request, transition a request’s status, or add themselves as a watcher)
Are added to the Assignee field on a request
Customer role vs Watcher/Assignee role
In the above scenario please check if the user in question is added both as a Request Participant and a Watcher/Assignee.
If the answer to the above question is 'Yes', check that only internal notifications will be triggered for the users. In this situation, if the user is not supposed to receive Internal Notifications, even Customer Notifications will not be created for the user, leading to the user not receiving any notification on the case at all.
Using Automation to remove Participants from the Watchers list
Make sure the user does not add themselves as Watcher on the tickets if Watcher Notification (Internal) is Turned Off and they want to receive notifications as Customers. The following automation rule may be configured on the project, to ensure that whenever a new Request Participant is added, they are removed also from Watchers: