Request participants not receiving comment emails

[Mujtaba shah]

Hi!

Some customers are stating they have not had any emails when there has been a comment on the ticket even if they are a Request Participant. I've checked all Notification settings and cannot see why they would not get the notification.

Thanks

[Kai Becker]

Hi @Mujtaba shah 

does this happen to all requests of the customer, where he/she is participant?
Did you check the personal preferences of the user?

Customer notifications are also set to be send to "Customers involved" and not only to the reporting customer?

[Mujtaba shah]

Hi Kai

Thanks for your reply. Is Customer Involved a permission/group?

Thanks

[Kai Becker]

Hi @Mujtaba shah 

for every customer notification, the people who should receive the notification can be selected. 

This is configured via Project settings --> Customer notifications

[Mujtaba shah]

Thanks, Kai. My Customer Notifications screen looks a little different but I can the toggle is set to on for Public Comment added. I also checked the Notification scheme and it is configured to Request Partcipants to get notifications of comments.