Resolve Email Notification Issues for Comment Changes in JSM Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
In Jira Service Management, JSM agents and collaborators can add internal comments to requests created in service management projects, and the system won't notify customers. More details on JSM project roles can be found here: What are project roles in Jira Service Management?
When the JSM agent converts this internal comment to a public comment by editing and switching it to Reply for customers, the customers won't receive an update for this comment and will only be able to see it when they view the request from the customer portal.
Environment
Jira Service Management Cloud
Cause
It happens when the Public comment edited notification is turned off under Project settings > Customer notifications. You might have turned it off so as not to send any notifications for minor edits in the comment. When an internal comment is changed to a public comment, it is treated as a public comment edited.
Solution
To fix this, you need to enable the Public comment edited notification under Project settings > Customer notifications.
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