Summary:

The documentation about Service Management notification is vague/confusing: https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/

Customer notifications

Regardless of whether someone is a customer, agent, or admin, they will receive customer notifications if they:

• Raise a request
• Are added to the Reporter, Approver, or Request participant field on a request
• Belong to an organization that has allowed customers to share requests with each other, and have a request shared with them
• Are a customer (not an agent or admin) and they post a public comment on a request

From this text, If a user was involved in a ticket as "Approver" or "Shared with"(using an organization the user belongs to), Portal view shows "Notifications on". But in truth, the portal view shows "Notifications off" in Cloud, it is the same as Server.

The explanation for the recipient "Customer notifations" should be changed, as it leads to a lot of confusion for our customers, because it's missing a lot of information. This receipient looks same as Server documentation > Select recipients > Customers involved Notes:

For the users which fall into the category of people in an organization that the request has been shared with as well as approvers, this notification is turned off by default. This means that to receive notifications meant for the recipient of Customers involved and for a specific request, they need to explicitly turn on notifications for that request by selecting Get notifications.

It looks same as JSDSERVER-11150: The documentation about Service Management notification is vague/confusing