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Unable to send notification when creating a ticket and commeting

Jan Šimek_zu1qlq

Hi,

I would like to ask if anybody do know, why when creating a ticket in project and commenting on it does not send notification to the customer?

I have set there an organization, which I belive should be the key point for system to know where to send email when replying to customer? Or do you have to setup some extra custom field, but then how do you say to the system where should it send the email?

Thanks for any advice - honestly I am at a loss.

Accepted answers

Jack Brickey

Customer notifications are configured under project settings > customer notifications. Was the issue created by the customer or the agent? If the agen created be sure that the Request type is set. The Organization doesn't directly impact the notifications for the reporter (customer).

All comments

Jack Brickey

Jan Šimek_zu1qlq

Hi @Jack Brickey

notification was created by me - in this case as an agent and lead of the project as well.

Since I am still testing it before we will allow it into live I am still trying to catch any issues there.

And request type is set to Emailed Request.

Jack Brickey

Ok if you are the agent and you enter a public comment then the customer who is the reporter of the issue would get a notification as long as you have customer notifications appropriately configured. If you're having issues please provide details with screenshots.

Jan Šimek_zu1qlq

Yes I understand that, but in the same time if you are as an agent creating an issue, then you are the one who is the reporter right? So that means either you need to change the reporter to the correct email address of the customer who should be the reporter? Btw I have to have there some issue, as it is telling me, that Reporter cannot be edited.

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