How Can I Convert Jira Comment to Email Reply

[Aydın Öztürk]

Currently, when a customer sends an e-mail to our address jira@qnbpay.atlassian.net, a record is added to our project as a Jira record. Operations or technical support users review and respond to these records.

When operations users "add a commnet" from the field below the jira record, we want a reply e-mail to be sent to the same customer. In short, we want operations users to manage the process only through Jira in communication between customers and operations users. We want them to do all their e-mailing processes using jira. How can we do this?

[Jaime Escribano]

Hi  @Aydın Öztürk ! Welcome to the community.

Your project should have a Notification squeme which by default will notify users in the event of a comment if:

- They are watching the issue

- They are the reporter

- They are a participant

Usually when a person creates a ticket via e-mail JIRA will add that person as the reporter. I imagine that is not the case becouse the users sending records don't have a JIRA license.

If you have the sender email somewhere in your issue (most probably the description) you should be able to solve your issue with Automation.

What you would do is make an automation: When an issue is created fetch the sender e-mail and store it in a custom field.

Then you make a second automation: When a comment is added if the custom field "sender e-mail" is not empty, send an email to the sender with the content of the comment.

With that the requirement should be met. 

If you have the intention of generally working with external users you might want to look into JSM as it's better fitted for this usecase.

Let me know if you need further clarifications.

Greetings,

Jaime Escribano