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Response email not being sent to customer

Ross Finnimore

I have an email address set up that when a user sends email to it it is received by a Jira Service Desk project and used to create a request. This is working. The project is set up so that when the request is created a response email is sent to the requesting email address through the "default responses" Request Created rule.

It's not working. The requesting email address is not getting a response email. When I go in and edit the Request Created rule and operate the "Send me at test email" link I do get an email from Jira.

Can anyone suggest what I might need to do to correct this so Jira sends the response email when the request is created? Thanks much for any help, Ross

Accepted answers

edwin vasquez_f9df79

Are these emails stuck in queue or is the rule just not running?

Does the Issue Created notification have the Reporter listed? If not, does that work if you add the Reporter?

All comments

edwin vasquez_f9df79

Are these emails stuck in queue or is the rule just not running?

Does the Issue Created notification have the Reporter listed? If not, does that work if you add the Reporter?

Ross Finnimore

Yes Reporter(Customer) is listed in the To section, Thanks, Ross

edwin vasquez_f9df79

Did you figure this out?

Kleidi_IVA

Same problem here. My replies to tickets in service desk do not get sent out to customers. Their email is in the reporter field but nothing gets sent. I tried email sender from the application settings page and that email was sent

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