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HelpDesk is not sending emails to external email addresses

in Help Desk

Summary:

We’ve observed an issue with the Help Desk functionality in Oracle Fusion. When the Help Desk receives a request from an external email address, a ticket is successfully created. However, when the team responds to that ticket from within Help Desk, the response is not being sent out to the external requester.

We conducted a test and confirmed that responses are being sent for internal tickets, but not for external ones. Based on Oracle documentation (External Contact Email Address And Communication - Doc ID 2540878.1), we informed the business that this is expected behavior.

However, the business has stated that this functionality was previously working and has since stopped. Could you kindly advise if there is a configuration or setting we can check or enable to allow outbound communication to external email addresses?

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