Custom workflow status - Customer does not receive email with comments

Nicholas Breade

Hi All,

 

I have modified my workflow to include several statuses, such as 'on hold' and 'awaiting vendor'.

Statuses are global and have no transitions.

When these are applied to a ticket the SLA is paused.

When I comment on a ticket that is set with one of these custom statuses, the customer does not receive an email - I need the customer to receive the email notification.

I have looked through what info I can find, but the amount of info is a bit overwhelming.

I am hoping someone can point me in the right direction to resolve.

 

Thanks in advance, 

Nick

Leonard Chew

It is not fully clear to me what your exact problem is, but you can try this:

1. Check your email settings (press "gg" and select "Outgoing Mail"). Emailing must be enabled.
2. Go to Notification Schemes and click "Notifications" on the scheme of your affected project.
   notifications.png
3. Check the settings of "Issue Commented". This triggers emails when a comment is added. This setting is not related to statuses.
   issueCommented.png
4. If you want an email to be sent when a status changes, you can add the generic event in the workflow transistion of the status and configure you mailing setting of "Generic Event".

notifications.png

issueCommented.png