Configuring Auto-Reply Emails for Jira Incoming Mail Handlers

[Purnima Pal]

Hi Atlassian Community,

I’m experiencing an issue with my Jira Cloud incoming Mail Handler for Project ABC.

Here's the situation: -

Current Setup :

1. Whenever an email is sent to our support address from external emails, automatically create issues inside Project ABC.
2. Replies come to the same email thread and it updates the existing Jira issue as a comment.
3. This setup was implemented two years ago and was functioning as expected until recently.

Issue : From the last 2 days, replies to the same email thread are creating new issues(as duplicates) instead of updating the existing ones. 

Finding: According to the Atlassian Support Article , Jira looks for the issue key in the email subject to update the correct issue.

Tested :  I manually added the issue key to the email subject worked as expected, updating the original issue.

My questions: 

1. Seeking a workaround : As I want Jira Cloud to automatically send a thank-you email response with the issue key to the external sender when an issue is created. This will ensure that the issue key is included in the email thread, allowing Jira to recognize and update the same thread with comments whenever a reply is received.

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Example Email:

To: External Email ID

Subject: Thank you for your submission - {{issue.key}}

Body: Hi,

         Thank you for your submission. Your issue has been created with ID: {{issue.key}}.

Thank You 

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2. Is there a way to set this up in Jira Cloud to send the auto-response email without needing to add external email addresses as Jira users?

Any advice or workarounds would be much appreciated! Thank you!

[Mohanraj Thangamuthu · Accepted solution]

Hello, Good day. We had a similar issue and its resolved now. Could you please check again ?

https://jira-service-management.status.atlassian.com/

[Purnima Pal]

Hi , Thanks for this info .. Its working fine as before.