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What can I do if after submitting an Ask a Question request, email receipt messages are not being sent to the end-user?

Environment:

Outbound E-mail messages

Resolution:

Verify Question Receipt is sent via Rules

First, verify in the Incident Rules that the Question Receipt should be sent in your case. Use the following steps:

1. Navigate to Configuration > Site Configuration > Rules 
2. Select Incidents for the rule object type
3. Enter Edit mode
4. If an initial state does not already exist for the incident rule base, create one.
5. Create a New Rule in the initial state, or another state as long as the incident will hit the non-initial state when it is created (Answer ID 8623: 'Send Receipt Email' incident rule action is designed for incident create only)
6. Type a name for the incident rule in the Rule Name field.
7. Add IF condition based on Incident Source  End-User Pages > Ask a Question
8. Add Then Action for Email > 'Send Receipt Email'.
9. Click Save
10. Move the rule to the desired location - the incident needs to hit this rule before it is moved to another state or before rules stop processing.
11. Activate or Deploy your rules

Verify Email Message is Enabled

Next, verify that the Question Receipt email message is enabled for the interface through which the incident was submitted.

1. Navigate to Configuration > Site Configuration > Message Templates.
2. In the left frame, select the interface.
3. On the ribbon, click the "Contact Emails" button.
4. Expand the Incident menu and ensure that the boxes for the Question Receipt message are checked 
5. The Send box is needed for the email to be sent, the HTML checkbox is recommended
6. Click Save.

Verify the Reply-To Address Used with the Interface

The reply-to address used with outgoing mail is configured in the mailbox settings. The default mailbox is used for responses to incidents submitted from the Ask a Question page. Therefore, the default mailbox must have a valid reply-to address configured. To check the configuration of the mailbox, use the steps below:

1. Navigate to Configuration > Site Configuration > Mailboxes.
2. In the left frame, double-click on the default Service Mailbox for the interface
3. On the ribbon, click the "Outgoing Email" button.
4. Ensure that the Reply-To Address field is correct.
5. Click Save.

Verify action items in rules matched

If a rule matched has the 'Send Email Response to Sender' rule action by itself, this will cause the question receipt message not to send.  This action is not intended to be used alone.  If the action is accompanied by a proper 'Append Response Template to Response field' action, then an email response will be sent. Do note, a question receipt message will still not be sent as it is overridden by a 'Send Email Response to Sender' action. Options for resolving this are available via the following answer link:

Answer ID 4893: Send response to sender rule action is not sending an email

NOTE: A business rule is required in order to send the receipt for incidents submitted via Ask A Question, Chat, or incidents created in the console. Question Receipt will be sent on incident creation automatically if it was submitted by Email, unless restricted by a business rule, or overridden by another rule a 'Send Email Response to Sender' email.