Customer email notifications not sending from Jira

Question

When a customer sends an email, a ticket is created, but the customer does not receive an automated reply mail. I've gone through the mail and notification configuring documents and made sure i have everything set the right way. Sadly still no results. Test mails do work though as well as user (not customer) notifications. I've also checked the outgoing mail logs and set it to DEBUG mode. But when a customer sends an email, the issue is created but the outgoing mail log does not show an attempt to reply.

Thanks in advance,

Matthias

Matthias Hazeleger · Answer

Hi Josh,

Thanks for your reply. I've just checked it and it was already enabled.

Any other ideas?

joshloe · Answer

Matthias,

Can you check in your Service Desk Project settings and make sure that under "Customer Notification" Request created is enabled?

Click edit by "Request created" and you will see "Enabled" checkbox at the bottom:

- Josh Loe