How do I get email updates to added "Request Participants"?

[Max K]

As the title indicates, when we add Customers as "Request Participants" to Service Requests, those customers do not receive emailed updates on tickets, the tickets are not visible in their customer portal, and they can not view the tickets with a link from the customer portal or from the Project portal. As far as we know it has always been this way. I'm not our JIRA admin so I don't have access to change permissions or routing rules. I'm doing the legwork for my JIRA admin (who is also VP of IT Operations) and trying to find the solution so he can implement it.
This happens whether our end users use the "Share With" function on the customer portal or if we add the participant from the project.
This happens whether the ticket is created by an end user from the customer portal or if it is created on behalf of an end user.
I believe this might be related to "Request Type" but as far as I know, this is happening regardless of request type.

[Ste Wright]

Hi @Andy Knox 

You might find it difficult to locate the issue without admin access, as it'll be hard to test possible solutions.

Could you...

• Clarify if this is happening for all users, or just one?
• Confirm if the customers are internal users (i.e have some sort of Jira license), or external?
• Provide screenshots showing the user applied as a Request Participant (in the ticket), and what they can see in their portal / what they see when trying to access the ticket directly?

Ste

[Max K]

So far it's been all users. Obviously if we add someone who normally has permissions to the project, they'd be able to see the ticket already. I'm nearly entirely sure that anyone, regardless of Customer or Admin is not receiving emails when added Participant.
This is where some of my understanding of JIRA is lacking. "Customers" would be our end user in this scenario. I don't believe we needed a license for them, if we did it was a very basic one. They are all within our organization.
When the Request Participant set in the ticket, they get the locked page error. Let me see if I can get a screenshot of it. Following up shortly.

[Max K]