helpdesk-first-reply not working

[JoeWu0121]

i found some behavior:

1. when ticket created, redmine didn't reply to supportclient with helpdesk-first-reply msg.
2. when someone edit note and checked "Send mail to supportclient", redmine will send email to supportclient with note content and helpdesk-email-footer.

My expectation are:

1. Above please add screemshots #1 should be performed.
2. can helpdesk-first-reply msg also been pasted to both first note of ticket and email to supportclient?

Thank you.
Regards,
Joe

[brooks-eco]

Confirming this behaviour when creating a new ticket from an email source. The emails are getting picked up by the rake task and a ticket is being opened correctly, however the field for the "owner-email" in the newly opened ticket is blank and the Assignee is not receiving an email to advise them that the new ticket has been created.

The owner-email can be edited into the ticket manually as a subsequent management task and from this point onward any replies to the ticket are sent out via email as expected.