Create an outgoing letter

Andrey Ivanov_594t32

Hi all! I have implemented in my project that if a client writes to us by email, then a task is automatically created from this email in Jira. But I'm interested in the opposite scenario. Is it possible to somehow create a letter from Jira so that it is sent to the client’s email? Or make it so that I manually write a letter to the client, but his response ends up as an issue in Jira?

Noah Leu_tx8fuu

Hey @Andrey Ivanov ,

Indeed this is possible. Assuming that you store the mail address somewhere in the created issue, you can reply by using jira automation like this:

• When: Manually trigger
  • (Optional) Define a group who are allowed to respond via mail
  • (Optional) Restrict the automation to an issuetype
  • Tick the "Prompt for input when this rule is triggered"
  • Add field "Paragraph" to add a mail body for the response
  • Add a field name like "Mail body" which will be shown on the dialog
  • (Optional) Add a default value e.g. a signature or standard template
  • Add a variable name to refrerence the mail body content as a smart value 
• Then: Send e-mail
  • Reference to the field or value of the mail
  • Add a subject. Use the {{issue.key}} smart value in the subject so replies can be added as a comment to existing tickets.
  • Use the variable name to reference the mail body text from the user input

Eventhough it looks complicated it is a very small automation. To give you a better idea, I added an example. Please let me know if this helps you or if further questions arise. 

Best regards
Noah