Reply to customer does not seem to send emails

[Hines Trulock]

I'm in the process of setting us JSM.  The inbound email requests works very quickly and the email is processed and the issue is created in less than a minute.  

However, when I test Reply to Customer and type a comment, nothing is received to the email.  

I followed the instructions from this response but still no luck.

We do get the automatic reply stating "We have received your request".

https://community.atlassian.com/t5/Jira-Service-Management/Reply-to-Customer-Not-Sending-Email-to-Customer-Reporter/qaq-p/1139668

[Joseph Chung Yin]

@Hines Trulock 

By default, if you are the one who initialized the comment, you will not get the notification email.  You can edit your personal settings to override the default setup against your account -

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Hines Trulock]

@Joseph Chung Yin that worked but it took over 6 minutes to get the email.  

So then I tried it with my gmail account and I got the automatic response instantly but no email from reply to customer.  And I can see my email was created as a new customer.  

Another thing I noticed was when I replied to customer to my gmail, the workflow automatically changed to waiting on customer. 

However, it didn't change when I replied to the same email address as my Jira account. 

[Joseph Chung Yin]

@Hines Trulock -

In regards the lengthy amount of time that you got the email, it is out of JSM env control in my opinion.

On why you didn't see notification "no email from reply to customer", which account issued the comment?  Can you check your JSM project's notification scheme to see if your account is part of the setup to receive notifications (for issue commented event)/

The issue transition automatically to "Waiting for Customer" is a part of your project's automation rule setup.

Lastly, can you confirm which account that you expect to receive the notification?

Best, Joseph 

[Hines Trulock]

@Joseph Chung Yin I was using the sample ITSM project that was created when we started with JSM.  Something must have changed with it as I created a new JSM project and it seems to work there just fine.  

The email delays seems to be with my company.  There is not much delay with gmail.  

It's just odd that the email that is automated comes pretty fast.  

I'm asking my IT department to create a new email account not tied to an Atlassian account and will start testing from there.  

[Joseph Chung Yin]

Excellent.  Please let me know of your findings after your additional testing.

Best, Joseph

[Hines Trulock]

Will do.  

[Joseph Chung Yin]

@Hines Trulock -

After you are done with your testings and if my suggestions helped you, please click on Accept Answer when you have a chance.

Best, Joseph