Summary

Service desk customer doesn't receive notification even though added to Issue Security as "Reporter".

Environment

Jira Service Desk Cloud

Steps to Reproduce

1. Create a JSD project
2. Configure the project to allow anyone to raise a request
3. Create an Issue Security Scheme which grants permission to "Reporter" to see the ticket
4. Associate the scheme to the project as default
5. As a Service Desk Agent, create a service desk ticket on behalf of a non-existing customer

Expected Results

If service desk customer is added to Issue Security as "Reporter", he/she should receive notification based on view permission.

Actual Results

Service desk customer doesn't receive notification if he/she is added to Issue Security as "Reporter".

Notes

Since Jira Service Desk doesn't take account of Jira field (such as reporter), this behavior can be regarded as specification. If so, Issue Security configuration page better to warn this counterintuitive behavior explicitly.

Workaround

You need to add the Project Role "Service Desk Customer - Portal Access" instead of "Reporter" to Issue Security.