Who receives notifications for next-gen requests?

Here is how notifcations work for different users:


Customers receive notifications for public activities on requests they’re involved in. They can choose whether they receive notifications, as well as the notifications they receive. If notifications aren’t turned on, customers are only notified when a request is resolved.

If customers share a request to someone or to an organization, they’ll receive the same notifications as them.

Agents and admins

You can’t currently configure agent and admin notifications in next-gen projects.

When agents and admins work on a request, they receive notifications based on the service desk project’s notification settings. Learn more about the Jira notification scheme.

They don’t receive notifications on their own changes when they act as a customer on issues with a request type. Jira Service Desk treats agents and admins acting as a reporter, participant or approver as a customer regardless of the notification scheme.

Are you on the right help page?

If you don’t have an image in the lower-left of your service desk sidebar which states you're in a next-gen project, check out these classic project articles instead.

Learn more about the difference between classic and next-gen projects.

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