Reporter/Customer doesn't receive any notification when ticket is created on his/her behalf (JIRA + JSD)

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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Steps to Reproduce:

      1. Have a JIRA + JSD project running
      2. Turn JSD notification on
      3. Raise a ticket on customer's behalf (set customer as the reporter)
        1. Comment on this issue
        2. Change issue's status

      Expected Results:

      1. Reporter/Customer should be notified when a comment is added on the issue (3.1)
      2. Reporter/Customer should be notified when there is a change in the request's status (3.2)

      Actual Results:

      1. No notification is sent to Reporter/Customer regarding the issue.

      Workaround:
      Disable JIRA Service Desk notification (Cog Icon > Add-ons > JIRA Service Desk Configuration), this way, JIRA notification scheme will work as defined for all events and users.

      Notes:
      The notifications aren't working for Request Participants as well.

      Documentation of JSD Notifications: https://confluence.atlassian.com/display/Cloud/Configuring+JIRA+Service+Desk+notifications

            Assignee:
            Unassigned
            Reporter:
            Elisa [Atlassian] (Inactive)
            Votes:
            1 Vote for this issue
            Watchers:
            6 Start watching this issue

              Created:
              Updated:
              Resolved: