There is no response to the mail

[Роман]

When I leave a comment in the response to the client in this window

For some reason, the letter does not go to the client's mail.

I am using the free version of jira service manager for 15 days. Before that, all the letters came. 

I also attach a screenshot that all the values in my mail are included

 

The notification log is also empty

[Joseph Chung Yin]

@Роман -

In addition to what @Marc - Devoteam provided, when you provides a comment to the issue, was the comment (internal or reply to customers).  If the comment is internal when you added it, then customer will not receive any email notification on his/her issues reported in the portal.

Hope this also helps.

Best, Joseph Chung Yin

[Роман]

Hello, it was reply to customers.

[Marc - Devoteam]

Hi @Роман 

The notification logs will only show failures, no successful actions.

Also, currently, you can only view failed customer invite notifications.

It might be the account of your customer is blocked on Atlassian side.

You will need to raise a support request at Atlassian for this, to see if this s the case.

[Роман]

Thanks, for your answer. I also tried to reply to different clients, to different emails, but the result is the same

[Marc - Devoteam]

Hi @Роман 

Is you outgoing mail enabled?

see https://<your-site>.atlassian.net/secure/admin/OutgoingMailServers.jspa

Who is the reporter of the issue, is this the client?

[Роман]

Yes.

[Marc - Devoteam]

Hi,

Who is the reporter of the issue, is this the client?

Is this client a customer on the portal?

Can you make an issue from the portal yourself and reply with a comment, do you receive the comment?

[Роман]

I am an administrator. I answer on my own behalf in the comments . Emails also do not arrive

[Marc - Devoteam]

Hi,

I don't mean this.

1. Go to the portal, log a new issue with your account.
2. Go to the JSP project, find your issue and add a comment.
3. Does the mail arrive, if not it could also be the mail server is not accepting it.

[Роман]

1. Sorry, i dont undetstand. Why i must create new issue?

2. What is JSP? Its mean that i shold add a new coment for administation of my project?

3. How i should do this?

[Marc - Devoteam]

Hi,

1. Create a new issue from the JSM support portal as a test.
2. Open you JSM project as agent (see the queues, locate your just created issue) and leave a comment.
3. Does this mail arrive in your mailbox?
4. If not, see rules on the mailbox, see spam folder or ask the hoster of the mailbox to look at the logs.

One more check, go here:  https://<your-site>.atlassian.net/settings/system/send-email

Can you sent an email to your own email address, does this arrive? If you are on a free plan you can't test this unfortunately.

Also did you setup the project like the simple startup guide: https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/quick-start-guide#3-add-team-members-and-customers 

[Роман]

I created a test problem in my project:

All requests in my project come by email, I wrote from my mailbox:

Then I wrote the answer:

But nothing came to my email.

I also want to cancel that I have created several automations. When the status is changed, a message should be sent automatically to the user. And in this case, all the emails go away. Magic?). 

I attach a screen where the automation works, and when the statuses change, all the letters come to me

I don't understand why an email comes during automation, and when I leave a response to the user, no email comes, no matter what I do

[Marc - Devoteam]

Hi @Роман 

Just check, is the Customer Request Type field set on the issue and is the user relate to email ni.r@mail.ru a customer on the project?

If this is all the case it would advise to raise an issue with Atlassian Support.

AS it might that the user is blocked on their side, they can check this. This can't be solved any other way.