Replying to email notifications from the automation rule to be added as comments to existing issues
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
Sometimes, you want to configure automation rules to send emails to customers using Send email action for different triggers instead of the default customer notifications under Project settings > Customer notifications. In that case, you want the replies to these emails to be added as comments on the existing issues.
Environment
Jira Service Management Cloud
Solution
To make the replies to email notifications from the automation rule to be added as comments to existing issues, you need to configure the below in Send email action:
- Use the smart value {{issue.key}} to populate the issue key in the subject. If you are using more than one smart value in the subject column, make sure you are separating them with a space to consider it as a separate string.
Click on the More options link under the Content text box and enter the mail handler address of the service project in the Reply to column.
Having the issue key in the subject line will allow the email to be added as a comment, provided that the sender has permission to comment on the issue.
To find the mail handler address of the service project, please follow the steps below:
- For company-managed projects: Open the service project > Project settings > Email requests
- For team-managed projects: Open the service project > Project settings > Channels > Email
Note:
If you want to allow any customer to add comments on the issue just by adding the issue key in the subject line, then set the following configuration under Settings > Products > Configuration. You must be a Jira admin to do this.
For more details about this, please visit Allow external emails to be added as comments on issues.