Create an outgoing letter

[Andrey Ivanov]

Hi all! I have implemented in my project that if a client writes to us by email, then a task is automatically created from this email in Jira. But I'm interested in the opposite scenario. Is it possible to somehow create a letter from Jira so that it is sent to the client’s email? Or make it so that I manually write a letter to the client, but his response ends up as an issue in Jira?

[Noah Leu]

Hey @Andrey Ivanov ,

Indeed this is possible. Assuming that you store the mail address somewhere in the created issue, you can reply by using jira automation like this:

• When: Manually trigger
  • (Optional) Define a group who are allowed to respond via mail
  • (Optional) Restrict the automation to an issuetype
  • Tick the "Prompt for input when this rule is triggered"
  • Add field "Paragraph" to add a mail body for the response
  • Add a field name like "Mail body" which will be shown on the dialog
  • (Optional) Add a default value e.g. a signature or standard template
  • Add a variable name to refrerence the mail body content as a smart value 
• Then: Send e-mail
  • Reference to the field or value of the mail
  • Add a subject. Use the {{issue.key}} smart value in the subject so replies can be added as a comment to existing tickets.
  • Use the variable name to reference the mail body text from the user input

Eventhough it looks complicated it is a very small automation. To give you a better idea, I added an example. Please let me know if this helps you or if further questions arise. 

Best regards
Noah

[Andrey Ivanov]

Good afternoon, thank you for your answer, but this automation is not what I need, I need me to write a letter myself, as if I were doing it via mail

[Noah Leu]

Hey @Andrey Ivanov ,

sry for the missunderstanding. You are able to add your own text each time you run the automation. 😉That's the reason to tick the "Prompt for input when this rule is triggered". A dialog with a text field will pop up, where you can enter your own text. The default value you can see in the image on the top is the dault text where you could add a signature to have it already displayed when your write an e-mail.

I would suggest to build this in your system once to check if this is fullfilling your requirements. 

Please let me know if you need further advice. Have a great friday!

Best
Noah

[Andrey Ivanov]

Thanks a lot! I'll try your method

[Andrey Ivanov]

You have a cloude version, I have a server and it is slightly different from yours, is there a similar test for jira server?