Scenario

According to Configuring JIRA Service Desk notifications, customer/reporter receive notifications for the following events:

• 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

It's also stated that "reporter is also prevented from becoming an auto watcher on the issue to prevent duplicate notifications".

However, when a request is created, the reporter is actually added as a watcher. Another ticket has been created to reflect this: JSD-855.

Apart from that, reporter also receives "extra" notifications when:

• an agent assigns the request to himself
• an agent logs work on the request
• an agent adds a component to the request
• an agent changes the due date of the request
  ... and probably more

Steps to reproduce

1. create a service desk project
2. customer creates a request
3. agent assigns the request to himself
4. agent logs work on the request

These notifications are observed in the customer's mailbox: