How to set up the Outgoing mail in Jira service Management ?

RAJAT SAMSERIYA July 21, 2024

Hi Team,

How do I configure the outgoing mail in JSM? I cannot see any screen visible in the settings system, and the outgoing mail option is not showing. Please let me know how to set up the outgoing mail so I can implement this. If anyone has proper documentation, please send it to me or connect with me for help.

What we want to configure:  If the assignee person of the ticket wants to communicate with the customer they can directly reply to that email. However, in the notification, it does not reflect the assignee's email ID, it only shows the support mail ID like xyz@gmail.com. 

 

 

1 answer

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Kishan Sharma
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 22, 2024

Hi @RAJAT SAMSERIYA 

Welcome to Atlassian Community!

To enable and disable Outgoing Mail setting, the user must have Administer Jira rights. As a Jira administrator, click on the Cog icon  > System > Outgoing Mail.

Refer Outgoing email for Jira Cloud

Your service project comes with a pre-configured cloud email address that you can send to customers to start using right away. You can also add one custom email address to link to an existing account (for example, the email address your team uses for incoming requests).

You must be a Jira site admin to add a custom email account.

To add a custom email account:

  1. From your service project, select Project settings , and then Email requests.

  2. Choose your email service provider and follow the prompts to link your account.

You can find more information on this link -> Add a custom email account

 

RAJAT SAMSERIYA July 22, 2024

Hi Kishan,

Can you help me configure this setup? because this is i already done but still facing issue. It would be really great if you could connect with me personally.

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Kishan Sharma
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 24, 2024

Hi Rajat, 

Unfortunately, we as community members do not have access to your site and can only guide you with the steps. Can you please share a screenshot of the configuration you have done so far for review ? thank you!

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