As per the above documentation, Service Desk customers receive email notifications when the following events happen:
- when they raise a request through the Customer Portal,
- when their request is resolved,
- when another user comments on their request, and
- when there is a change in the request's status, i.e. the 'status name'.
Customers wont' receive any notifications when the issue is being assigned to someone.
In some situations, it would be useful to have a notification when the issue is assigned.