Issue Notification and Visibility

[Gor Greyan]

Hello Dear Community,

I have the following situation.

In my project, I am sharing a ticket with my service desk customer through the Request Participants field, but they do not get notifications for the issue updates.

In my notification scheme, I don't have the Request Participants in my scheme.

Is there a possibility to share the tickets with them, but they don't get any notifications?

Sorry, I wrongly mentioned Cloud, but I am using Data Center.
Thanks in advance.

[Trudy Claspill]

Hello @Gor Greyan 

The Notification Scheme is used for internal notifications to licensed Jira users.

The Notifications that go to the customers/Request Participants are the ones defined in the Customer Notifications area of the Project Settings.

The issue must also have a Request Type value set that would make it visible in the Customer Portal.

[Gor Greyan]

Hi, @Trudy Claspill

Thanks for the answer.

I know that from the Customer Notifications, it is being managed. But as I know, it is for all customers, yes? There is no possibility of making it visible to a specific group of customers, but they don't receive any notifications for issue updates.

[Trudy Claspill]

Can you provide more details about what you are trying to accomplish?

Customer Notifications notify all people involved (i.e. Reporter, Request Participants) when the specified actions occur.

Who are you trying to exclude from the notifications?

What event/action do you want to trigger the notification?

[Gor Greyan]

Hi @Trudy Claspill

I have done it through the Organizations. I provide access via the organization for the customers, and they are not receiving notifications.

Thanks.

[Trudy Claspill]

Hello @Gor Greyan 

Thank you for that additional piece of information.

I don't fully understand your situation, what you want to accomplish, or what problem you have encountered.

To send notifications to individual  Customers they would need to be the reporter of the issue or added to the Request Participants.

The notifications they would receive would be configured in Customer Notifications.

Have you added the individuals to the Request Participants field?

Are changes occurring on the issues that match to Customer Notifications you have configured?

Are any of the individuals in the Request Participants field for the issue receiving the notifications?

Do the individuals who are not receiving notifications as Request Participants receive any other notifications from Jira?

You said you are using Organizations. Please explain in detail how this relates to your issue. Do you want to send Notifications for an issue to all members of an Organization? Are you setting the Organization field for the issue?

The Deployment tag on your post says CLOUD, but you also have data-center in the post tags. Are you using Jira Cloud or Jira Data Center?