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Jira and CRM outbound message not being sent

We have successfully integrated Hubspot with Jira Service desk, in which the status of the JIRA issue is updated within Hubspot and the necessary fields from Hubspot are visible against the CRM contact in JIRA.

However when we update the JIRA issue there is an option to provide Comments to the Customer or Internal.

The Comments to the customer are not being emailed to the customer, even though the email address has been supplied from the CRM.

Is this a configuration issue or a known problem?

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