Helpdesk - Email Responses From Service Request Updates Not Being Sent

Summary:

Email responses sent from SR page is not being sent to the requested user.

Content (please ensure you mask any confidential information):

1. SR gets created through inbound email channel.
2. Click on service request number and then under message click on reply.
3. Channel and channel display select as per inbound channel configuration.
4. Draft an email and send to the requested user.
5. User should receive response with the details which was sent.

However in our case this is not happening as requested user is not getting any response.

Referred the support ticket from Oracle and this solution also dint worked—(Doc ID 2400605.1)