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How to store/archive emails sent by JIRA?

Roman Lublinsky

Scenario: JIRA is used for external customer support.

Incoming inquiries received by email. Processed by the team and commented/solved by providing comment and respectively - email notification back to the customer.

Sometimes, serious disputes arise, where it is needed to "prove", that case was replied - therefore, to show previously sent email as a proof.

Question: how to achieve that?

I can see, that JIRA simply relays emails via SMTP server and nothing is stored in the "Sent Items" of the configured mailbox.

Would appreciate suggestions to solve above. Thank you!

Accepted answers

All comments

Gaston Valente_dzz4x1

Roman,

You can configure your mail server to log this.

Also, you can use some plugin, like this: https://marketplace.atlassian.com/apps/1216277/m-maillogger-for-jira?hosting=server&tab=overview

I used it in one project, it worked.

One more question: the replies to custmer are not in Jira in the form of comments?

Roman Lublinsky

Thank you, Gaston!

Replies are in the form of the comments. But as a confirmation of the fact - real email has to be forwarded again. Thus, proposed plugin do not match.

Danyal Iqbal

Sometimes, serious disputes arise, where it is needed to "prove", that case was replied - therefore, to show previously sent email as a proof.

How serious is the dispute? Are you threatened by contract punishment or capital punishment?

--A sent email is not a valid proof by any standard.

You should be talking to legal nerds instead of tech nerds.

Roman Lublinsky

yeah, yeah, yeah....

But as long as it works (demanded and accepted as proof) - we have to provide it.

Rather hard to convince hundreds of counterparts, that it's not legal evidence blah blah blah.

That's why my question is purely technical. And I see no solution to that, which could be "simple" settings of the outgoing mail function - use mailbox with authentication and not just smtp relaying.

Danyal Iqbal

In that case

-- a poor suggestion for a bad usecase

As a simple workaround, configure your mail server to add a BCC address (evidence@no-reply.com usw.) to all sent emails and manage the inbox of this account.

The configuration change should be simple and mail server specific and noone will ever know.

Roman Lublinsky

Sure, thanx! But I'm looking for "JIRA style" solution Should have said that in the post, probably.

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