Hello! I’m trying to set up my Service Desk on GitLab.com, and I’m running into an issue.
The emails to the Service Desk address are received correctly but the comments on the issues are not sent as email replies.
Here are what I want to confirm first:
As far as I understand, any comments on the issues created by the Service Desk will also be sent as emails to those who originally sent the issue. Is this correct?
The GitLab documentation says that my Service Desk’s email address should be put behind an alias. I was not 100% sure what that means exactly, and I also did not have a server of which I have full control, so I did these:
- I set up a human-readable relay email address on a rented server
- I configured a forwarding rule on it so that any email received will be directed to the Service Desk email address
- After the email is forwarded, it is removed from the rented server.
The original sender’s email address (not the relay address) is included in the issue created on GitLab.com. The original sender also received a ‘thank you’ email. So I suspect this part is working. Is this correct?
- My project is under a private group, which means the repository I set the Service Desk up is also private. Can this configuration interfere with how Service Desk works?
Note that bringing the group or the project public is, unfortunately, not an option for me.
Here’s what I tried so far:
- I waited for almost a day after I commented, but still no reply email.
- I checked the sender’s junk box; no luck. The sender’s server won’t immediately delete spam emails, so the reply doesn’t look like sent.
- I removed the Service Desk issue’s confidentiality and then added a comment; no luck either.
Also, recent GitLab status shows no major outages (at least from yesterday when I tried it to today.)
What can I do further to troubleshoot when the Service Desk issue comments are not sent to the sender?