Customers are not receiving notifications in JSD

[srikanth duggineni]

We are having an issue with our Jira instance where users who are added as participants or with whom a Service Desk issue is shared does not receive any email notification when anyone adds comments to the issues.

We have tested some scenarios like adding the same user as watcher to the ticket and found the following:
1) When users are added only as participant - No email received when someone else comments on the ticket.
2) When users are added as both participant and a watcher - No email received when someone else comments on the ticket.
3) When users are added only as Watcher and not as participant - Email received when someone else comments on the ticket.

We have also tested this behavior in our staging Jira instance and no such issue was observed there. The users received notifications in all the three scenerios that are mentioned above.

[Brant Schroeder]

Please check the following:

• Does the issue have a request type?  If you do not have a request type no customer emails will go out.
• Check and make sure that the customer notifications are configured properly in the service desk. https://confluence.atlassian.com/servicedeskserver0316/managing-service-desk-notifications-961789275.html
• Ensure that the notification scheme is configured properly, you can compare to your other service desk that is working.

[srikanth duggineni]

Hi Schroeder, Yes all the tickets are having valid request types and i see there is no difference between the functional SD instance. 

This is impacting all SD projects on the instance. 

Thanks.