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We use comments to communicatie with customers from within jira service management.
We implemented a review step in our process, someone writes an email first as an internal note. The reviewer makes changes and changes the type of the comment form internal to 'reply to customer'.
We thought that we were mailing our customer by doing this, but actually no mail is send.
If we start with a 'reply to customer' comment our customers DO receive mail. So specifically if you change the type from internal to reply to customer no mail is send.
I reported this as a bug, but love to hear your opinions on this case.