Comments are not sent as email

[Sebastian Olscher]

Just starting to test service management. Sending an email to the related project email address creates a ticket and sent out a confirmation via email, that the ticket is created. I also turned on all the notifications in project settings but JIRA is not sending and email to the customer / creator of the ticket when a comment is added in JIRA or the ticket is closed, although all the notifications has been turned on.

I send out a test email for new comments from the notification area configuration and this works.

Any suggestions where to look or why no emails are send for comments?

[Sebastian Olscher · Accepted solution]

Hi @Rilwan Ahmed thanks for your fast reply.

I think its related to the fact that I send an email request from the same email address which is connected to my JIRA account. Sending a request from a different email address receives the notifications properly.

[Rilwan Ahmed]

Hi @Sebastian Olscher ,

Welcome to the community !!

Please go to Project settings --> Customer Notification and see what all is enabled.

Please note: Only comments added using "Reply to Customer" will send notification to customers.