Create Issues with EMAIL

sparsh March 27, 2024

Hello, 

We are looking to extend JIRA to allow other users in our organisation to create issues in our project via email.

So, we tested  https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/ 

This reads mail's content, and creates issues. It does two things, 

1. Creates new issue if there's a new mail. 
2. Creates comment if user replied on the first mail. 

But, if we comment, it doesn't send the comment back on email. Is there a way to configure this? 

2 answers

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Dexter de Vera
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March 27, 2024

Try to check your service project access. Allow to create accounts when sending email request. 

Screenshot_20240327_214350.jpg

sparsh March 27, 2024

This is on Jira Cloud not JSM. I'll check for permissions though.

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Dexter de Vera
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March 27, 2024

Hi @sparsh  and welcome,

 

 

Projects have notifications. when you do changes in the ticket, the reporter will receive an email about it, Including your comment. You can check the Notification type and Recipients under Project settings - Notifications.

NOTE: this email notification is different to the 1st email when creating new ticket (not yet have ticket number).

The Default email subject format of Jira Project Notification is {TICKETNO} {SUMMARY}

better reply to this email (with ticket number) so it will be directly in ticket.

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Thanks!,

Dexter

sparsh March 27, 2024

Hello @Dexter de Vera ,

Thank you for responding. The issue in our case is, 

1. When Jira creates Issue from email, the Reporter is not set (it uses default).
It is the case because we have two official emails, one is attached with Jira and the other is used for communication(and this will be used to create issues).

Now, with Zendesk we could assign two email addresses and that worked. Here, I do not see that option.

2. Notifications are send to only following roles

All Watchers

Current Assignee

Current User

Reporter

Project Lead

Project Role


Do you know if there's way to read email address of the incoming mail and set that email as Reporter or assign two(or more) email addresses to a user. 

Dexter de Vera
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March 27, 2024

If your using Jira software not a Jira Service Management (have customer access) , The sender must have account and access in your Jira instance so it will auto add the sender as Reporter.

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