Summary

One request participant does not 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.

Other participants added to the tickets receive customer notifications on the ticket in question without any issue.

Environment

Jira Service Management Cloud

Diagnosis

In Jira Service Management we have basically two types of notifications as covered in the following article:

What notifications do my customers and team receive?

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

Cause

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 only internal notifications would be triggered to the users. In this situation if the user is not supposed to receive Internal Notifications, even Customer Notifications will not get created for the user leading to the user not receiving any notification on the case at all. 

Solution 

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.