How can we send Email notifications of ticket created and ticket resolved to request participant ?

[Nikhil Patil]

We need to send email notification of ticket created and ticket resolved to request participants on tickets. Would you suggest how we can achieve it? Can we achieve it by Automation rule ?

[Omar Mohamed Fathi]

you can change it from project settings - customer notification 

[John Funk]

Hi Nikhil - Welcome to the Atlassian Community!

I don't have the server version of the Automation for Jira app - but have you built a rule and tried it? Just try putting the Request Participants field in the TO: portion of the Send Email action. 

[seo weboption]

Nov 18, 2019

I have read a bunch of articles on notifications for request participants and I have been able to notify request participants when the reporter is a customer.

The problem my team is facing is that we regularly create tickets and then add a customer as a participant on that ticket. This article (1st paragraph) indicates that "They [request participants] can view, comment on, and receive notifications about the request":

[John Funk]

Check your Notification Scheme for that project to see when the Request Participants are receiving notifications. It probably won't be that field per se, so they would need to be added to a project role. 

[Nikhil Patil]

We want to know if we add request participants on a specific tickets do the request participants get mail alert of another tickets?

For e.g) If we add user "A" as request participant on a ticket and for another ticket if we don't add user "A" as request participant do he get any mail alert?
Also do the customer and request participants added on ticket gets alerts consistently ? 

[John Funk]

If the Notification Scheme does not list the field/person, they will not get the notification. If they are in the Notification Scheme, they should. You can test that using the Notification Helper tool inside the Notification Scheme.