Requesters not getting e-mails?

jgq85

Some users who submit requests do not get e-mails went a Project assignee makes a public comment. Is there a setting that needs to be turned on? There's not even a trace of a the message going to the user in the e-mail server logs. 

But some users do get e-mails of Assignee comments so I'm not sure if it's hit or miss or something specifically with certain requests. 

Petter Gonçalves

Hello John,

Thank you for raising this question. I would check the following details to troubleshoot the problem:

1 - In the request that the customer is not being notified about the comment, check if it's properly configured with a request type. When a request is created internally by an Agent, the request type field is not automatically added and the request becomes inaccessible for the customer:

If that's the case, you can create an automation rule to set the request type when the issue is created by an Agent to avoid this problem in the future.

2 - Check if the customer is properly added as the Reporter or a Request Participant on the request

3 - Check if the Customer Notifications are properly configured with the correct parameters to send the notification:

* Navigate to Project Settings > Customer Notifications > Click to Edit the Public Comment Added notification

* Confirm if the field To is configured with the correct parameters: 

Customers Involved - If the customer is a participant in the request

Reporter - If the Customer is a reporter in the request

Let me know if the options did the trick, John.