Reply To Jira automation

[Proshkin Kirill]

Hello community!

I have one case, could you help me please?

Software project.
I have automation, triggered when issue created, this automation send email notification to users/group of users (email address).
I have permission scheme and issue security level for my project, it is open to All-users to comment it, but all other permissions is closed.
All users in one of Issue security, All users is in permission scheme (Add comment), All users in "People" with "Users" role.
When user get notification from jira (jira automation is sender of it) and trying to "Reply To/Reply To All" there is no comment creating in issue that notified about creating.

How to configure it to create a comment when user "Reply To" on jira automation notification?

Thank you.

[Shikha Verma · Accepted solution]

Hi @Proshkin Kirill 
To enable the creation of a comment when users "Reply To" or "Reply To All" on a Jira automation notification, you need to configure your Jira instance to process incoming emails correctly and link them to the relevant issues. Here's how you can achieve this:

1. Set Up Incoming Mail Handler:

   • Go to Jira Settings > System > Incoming Mail.
   • Add a new Mail Handler. Choose the Create a new issue or add a comment to an existing issue option.
   • Configure the mail handler to ensure that replies to the notification emails are processed correctly.
     Select the relevant project, Set a default reporter in case the email address is not associated with any Jira user. Decide whether to forward emails that cannot be processed to another address. Enable Strip Quotes if you want to remove the original email content from the comment. Catch Email In Response. 

2. In the email template used by Jira automation Ensure the 'Reply-To' Address is Correct:

3. Check User Permissions:

   • Verify that the users who are replying to the email have the necessary permissions to comment on the issue.
   • Go to the project settings and check the Permission Scheme. Ensure that the "Add Comments" permission includes all relevant user roles or groups.

[Proshkin Kirill]

@Shikha Verma Thank you!

[Shikha Verma]

You're welcome @Proshkin Kirill