Issue Summary

The ReplyTo header is empty in customer notifications for request types that are not linked to the project's email channel(s).

This prevents customers from responding to notification emails and add comments on the tickets.

Steps to Reproduce

Create a customer request having a request type that is not associated with any of the project's email channel(s).

Expected Results

The customer notification has the ReplyTo header set to the email address from the first channel it finds for the service desk project.

Actual Results

The ReplyTo header is null:

2024-11-20 10:58:00,934+0000 DEBUG [] Sending mailitem To='customer@mail.com' Subject='ABC-123 Test set up VPN from testuser' From='null' FromName='test user (Jira)' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/plain' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@a846606' MessageId='null' ExcludeSubjectPrefix=true' anonymous    Mail Queue Service [c.atlassian.mail.outgoing] Message was sent with Message-Id <JIRA.10105.1732100253000.5.1732100280001@Atlassian.JIRA>

Responding to such email will result in no comment being created.

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available

Versions Tested