How to force users to reply in Jira Software (cloud) and not via email

[Cristina Santamaria]

We have just gone live with our Jira project, and people are replying to the Jira notifications. Which would be fine, except, each reply includes attachments that are not related to issues, for example, the Jira Logo gets attached, the "view issue" is an attachment.

Is there a way to restrict email replies. By that I mean, they have to go into the issue and add a comment, and if they want an attachment, they can add it?

fyi - we do not have any portal, just Jira Software

thank you for any advice you can provide.

Cristina

[Ste Wright · Accepted solution]

Hi @Cristina Santamaria 

I've moved this to the Jira Software section :)

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As for stopping users from commenting via email, there's no native setting for this as far as I know. You might be able to modify the mail handler, but this could impact other functionality.

Is it possible to encourage teams to use Jira as part of your change management strategy? I find the human approach is a good option when trying to increase activity - clarifying why it's important to use the platform, providing training, and visualising what's in it for them :)

Ste

[Cristina Santamaria]

thank you Stephen, right now we are trying to go the "Training/human approach" but the temptation to just reply by email is always going to be there.

yes, I don't want to try to modify the mail handler, as it could impact other functionality, that was my fear as well.

[Ste Wright]

Hi @Cristina Santamaria 

I'd stick with the training approach - it does take some time, but it's likely the most optimal solution in this instance.

Ste