Jira Servicedesk - respond to customer NOT Working

Question

Hello, we're issuing following problem.

JIRA Servicedesk is not sending emails to customers by using respond to customer feature.

Email is working -we get all information we need. For example if a issue changes from in progress to done
or from open to in progress.

we checked our /var/log/maillog - no email is beeing generated.

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Respond to customers works with JIRA Servicedesk Agents. But not with "normal" customers.

Please let us know where the problem could be.

Thanks a lot!

A_ Boehme _Communardo_ · Answer

Another reason could be that the user that is supposed to receive the email is not listed as Reporter or Request Participant and/or that the field Request Type has no value set.

Fabio_Scarvaglieri · Answer

hi Kuris,

of course found the issue. our Issues were created with the an security level "private".
the external customers do not have acces to this kind of issues.

The result is - > no access to issue -> no email you will get.

hope it helps.

have you checked if the mail has been generated ? Do you have it on linux or windows ?

Kurtis Mumford · Answer

Just wondering if you found the cause/solution.  We are having the same issue.