Current State:

According to the current functionality of Jira Service Management (JSM), when the reporter of an issue is changed, the new reporter does not receive an email notification by default. This occurs because the notification settings in JSM are typically designed to alert the original reporter and other participants based on specific events, such as issue creation or status changes, rather than changes to the reporter field. Additionally, customers can't directly update the reporter through the portal; they can only add participants (share), for which there is already an established notification event.

Proposed Future State:

Include a default notification event for the Reporter field in the Customer Notifications of the JSM project when the reporter is updated.

Workaround:

o enable this, you can use Jira Cloud Automation to ensure that the new reporter receives a notification whenever the reporter is changed. You can setup the automation rule as suggested below:

Automation Rule Configuration:

• Trigger: When the value changes for the Reporter field.

• Action:
  • Then, re-fetch the issue data to get the new reporter value.
  • Send an email to the new reporter informing them that they have been added to this request.

Now, when the reporter value changes, the automation rule will fetch the new issue data and send an email to the new reporter.

For more information on Automation rules, please refer: Create and edit Jira automation rules

If you want to enable the reply to option on the sent email, you can enter the mail handler address of the service project in the "reply to" column. This has been discussed here in detail- Replying to email notifications from the automation rule to be added as comments to existing issues

Note: Make sure you have configured the "Field value changed" trigger for the reporter field only for "edit issue" operations. If no value is selected under "For," it will trigger for all operations, including the creation of issues.