Customer Could not Receive Reply Email in JSM

[Michael]

Issue: After Save in Reply to customer, the customer did not receive any email. Seems the outgoing email is not working

• JSM / Service Project
• Project Setting / Public comment added is enabled
• This ticket is submit from Portal
• Customer is anonymous customer and is the Reporter of this ticket
• Customer did NOT receive the Request Confirmation after submit the request neither
• Outgoing Email is enabled

[Marc - Devoteam · Accepted solution]

Hi @Michael 

Welcome to the community.

If you use a test account an create an issue via the portal, do you get confirmation?

Is the email not in the customers spam, might even be that if the customer is from an external party the email is blocked at their end.

Are all customers from (that company) or other customers not receiving email?

[Marc - Devoteam]

Hi @Michael 

Can you show the configuration settings of the customer notifications in your JSM project and the configuration on the following sections of the Product section in Jira admin.

• Configuration
• Email requests
• Customer access

In email requests section at the bottom of that screen you can find email channel that are used and view the logs.

On the JSM project, you can see "customer notification logs", does that show information?

[Michael]

Hi @Marc - Devoteam ,

Thank you very much, now the customer received the confirmation email after the customer sign up the JIRA account. 

[Marc - Devoteam]

hi @Michael 

Please accept my answer as a solution, if my answer helped to solve your request.

This will help other community member trying to solve the same.

[Michael]

Hi @Marc - Devoteam ,

Thank you to reply.

• I am currently testing JSM by using a free JSM account.
• No, there is no email received in either Spam or the other folder.
• Yes, the customer is an external party / anonymous customer. Also this customer does NOT have a Jira Account. 
• I've created a few ticket from Email Request and Portal. I have NOT received the Confirmation Email for Both of the approaches.