Reply to Customer is Not Sending Email to Customer/Reporter when created on their behalf

[Jon Ripperdan]

I tried to submit a request on behalf of a customer who is also the reporter. I thought once a ticket/issue was created in JSM whoever comments on it would automatically trigger a support email to them. 

I first found that I needed to turn off the exclude person who caused the action.

I have tested it with another email address and it works fine.
but I have an existing ticket I'm trying to get to send an email and the log shows all my test ones before and after changing that option work, but for some reason emailing this particular customer domain after making the ticket on their behalf won't send.

I tried following this links instructions so far and didn't work for me sadly

https://community.atlassian.com/t5/Jira-Service-Management/Reply-to-Customer-Not-Sending-Email-to-Customer-Reporter/qaq-p/1139668

[Jon Ripperdan · Accepted solution]

I toggled the reporter on and off and the customer notified me they received our email. I'm not sure if it was because I made the change about excluding and then only commenting on it afterwards? Apparently I needed to re-assign him as reporter to re-trigger what ever change took place in the background to send the email notification.

[Rebekka Heilmann _viadee_]

Hi @Jon Ripperdan 

from the Sceenshots I am not 100% sure whether you see the Emails in the log and they just don't arrive at the Customers or whether there are just no emails at all.

You only need to uncheck the "exclude" box in case you want to receive notifications for your own actions when you are the Customer (Reporter and/or Request participant) AND the agent commenting/transitioning etc.

One more thing I don't see in the other thread: The customer might have disabled the Email notifications for the specific Request/issue?

[Jon Ripperdan]

Hmm I'm not familiar. I added the customer and created the ticket on his behalf. Until now he had not interacted with our new system so I don't think he could of disabled email notifications.

I was under the understanding that the email logs would show when replies were emailed from comments, which upon reflection I believe is an incorrect thing to assume. 

Would their be any reason why an email would not be generated and sent from a comment?