Automation (Add comments to ticket when reply to jira email).

[Calvin Westerveld]

Dear Community,

I'm stuck with a question i can't get an answer to.
I created a automation for comments that got created under the ticket. So i get a email from noreply@automationforjira.com but what i get when replying to it i get a email that i cant reply to it. And yes ofcourse i can't reply to a noreply.

Now my real question, how do i fix jira to send from a custom mail and allow reply's to it so when i reply to a automation email it adds a comment to the specified ticket.

I hope someone can help me,
Calvin Westerveld.

[John Funk · Accepted solution]

Hi Calvin - Welcome to the Atlassian Community!

Click on the More options link under the email text box

Then place a valid email in the Reply To box. 

I know the From has noreply, but if you actually do a reply, it should put in the value in the Reply To box. 

[Calvin Westerveld]

@John Funk 

Could you explain to me where i can find the More options link?

[Calvin Westerveld]

Never mind i think i found it.

Thank you!

[John Funk]

Glad you found it!

[Syed Rashid Mehmood]

@Calvin Westervelddid you ever get it working,
i have set the reply to address but still my customers send the email in reply and it is not landing int he comment section

[Calvin Westerveld]

Yes i got it to work.

All your customers need to awnser to the original email for it to register it as a comment.

[Sammy Mathewson]

Hi @Calvin Westerveld this might be a simple question, but... if someone creates a reply to the original notification email but doesn't send it straight away, and goes into their draft, does it still count as the original email? 

I've also got an issue where email replies don't always sync but it's sporadic and we haven't built up enough evidence yet to figure it all out so I'm just looking for all options. 

[Calvin Westerveld]

I mean, as long as it's a draft, it doesn't count as sended.

And i don't understand what you mean. Could you explain it a bit more?

[Sammy Mathewson]

If someone had the email notification, they click reply. They don't finish typing/sending so it gets saved into their drafts. Times passes, they go back to it, finish typing then send it. Is the reply still a reply to the original email notification? (i want to say yes but i just need to check)

If they add another email into the recipient section of their email, is it still a reply to the original email, or does adding new recipients break the Jira connection?

[Calvin Westerveld]

That's right! As long as the ticket haven't been deleted, it should.

[Yatish Madhav]

Hi - to confirm is the rule action Send email here? What is the email address that you put in the Reply To field under the email text box? 

I would like to do similar but not sure I understand the full solution.

I.e. we send an email to Jira SD, ticket is created, Jira automation extracts an email address from the description, it sends and email to the person with a custom subject line.

Now how can we get the user to reply to that email (with a new subject line that is different to the issue summary because all issue summaries will be the same)

Please advise/assist?