Issue Summary

Customer notifications for a comment made by a user that is not a 'Request Participant' are not sent to the Reporter/Participant of the issue - the 'Comment added' event doesn't even get triggered in this case.

Steps to replicate

1. Make sure 'Allow all emails that contain a valid issue key to be added as a comment to the issue?' is set to Yes on the JSM global configuration page
2. Using an email address that is not a participant of the issue, send an email reply to the service project email address, making sure the subject contains the issue key where the comment should be added
3. A comment should be added on the issue by the non-participant user
4. Check if the reporter receives a notification for the comment made by the 'non-participant' user

Expected results

Reporters/participants should receive a customer notification for the comment made by the 'non-participant' user.

Actual results

Customer notification for a comment made by a 'non-participant' user does not trigger and get sent to the reporter/participants of the issue

Looking into the customer notification logs, it doesn't seem the 'Comment added' event is triggered when it is made by the 'non-participant' of the issue.

Workaround

Add the customer as a request participant or member of the customer organisation.