Comment on issue via email generated via Send an email action in Automation

[chester.hansen@pillpack.com]

Hi,

I am wanting to create an automation that sends an email to a non-Jira service desk customer. The send an email action works great and I am able to send emails outside of the organization. However, the goal is to have the person receiving the email be able to respond and that response is added as a comment on the issue. I have seen many things about adding a custom email handler in system settings and I have done that. but I am unsure of the value I need to put for the "Catch Email" attribute for the handler. If I put the generated email for the service desk it created a new issue even though the issue key of the issue that is triggering the email is in the subject. I put the general email jira@<my-domain>.atlassian.net nothing happens. I am unsure if I am mission something simple or if there is something else I need to do.

[Petter Gonçalves]

Hello chester.hansen@pillpack.com

Welcome to the Atlassian Community!

Per your description, I understand you configured a rule to send notifications to a person that is not a customer in your Service desk application. Additional to that, you want that same person to be able to comment on the service desk ticket by sending any replies to the notification received. Is that correct?

Please, allow me to clarify some concepts so we can better confirm we are on the same page here:

To allow a user to comment on a Jira Service desk ticket, he must have permission access to that same ticket, so you will need to configure him as a customer in your application and configure the proper permissions to allow that action. These would be the options:

1. Add the user as a customer to all organizations in your service desk project, adding a new action in the same automation rule to add him as a request participant, together with the notification action.
   
   This option requires you to flag the box "Other customers in their organization. This option only allows them to search for customers in their organization." under project settings > Customer permissions.
   
   
2. Simply add the user as a customer and add a new action in the same automation rule to add him as a request participant, together with the notification action.
   
   This option requires you to flag the box "Any customer in the project, by manually entering an email address." or "Any customer or organization, by searching this project. This option allows them to search all customers in the current project." under project settings > Customer permissions.

About this sentence:

I have seen many things about adding a custom email handler in system settings and I have done that. but I am unsure of the value I need to put for the "Catch Email" attribute for the handler. If I put the generated email for the service desk it created a new issue even though the issue key of the issue that is triggering the email is in the subject.

 Jira Service desk projects use a different e-mail handler than Jira Core/Software projects in order to handle all the interactions with the customer users:

Set up notifications for your customers and team 

Anyway, you can not comment on an issue that you don't have access to in Jira core or service desk, so you will need to add the user as a licensed user or customer to achieve it.

Let us know if you have any questions.