In ITSM, How can users receive request status updates email notifications?

[Abdelazeem]

Users aren't getting the status updates for their tickets, e.g. setting the status to In progress doesn't notify the users.

[Nikola Perisic]

Welcome to the community @Abdelazeem 

To add what Emily @ DevSamurai have said, automation rule can solve this issue as well:

 

• Trigger - Value changes - Value is added for Status field
• Condition - Status equals to In Progress
• Action - Send email to the Initiator where for the subject you can add {{issue.key}} smart value so your user know which issue has been moved to the in progress status - other customisation can be made by you

[Emily @ DevSamurai]

Hi @Abdelazeem 

Welcome to the community!

May I check if the customer notification setting was updated? The notification scheme might be configured to block customer notifications. 

You can check for it at Project Settings > Customer Notifications.