Email issue creation notifications

I have just recently setup an email address to create issues and add comments to existing issue in JIRA. The email handler seems to be working in that issues are created and I can see them in the system.

But I'd like to have two things that are not currently happening:

  1. Auto-reply to the user to let them know we received their request, and we're investigating the issue
  2. Notify the default assignee (me) that a new issue was created in JIRA.

I would think these are two very common requests, yet I'm not seeing the options. Here is my setup for the Email Handler:

Create a new issue or add a comment to an existing issue

  • CC Assignee: true
  • CC Watchers: false
  • Create Users: false
  • Default Reporter: MyUserName
  • Forward Email: MyEmail@Address.com
  • Notify Users: false
  • Strip Quotes: false

UPDATE

I changed my profile settings to "Notify me of my changes" but this doesn't really make sense to me. I dont' want to get notified of every change I make. I only want to get notified when a new case comes in that has been auto-assigned to me.

Shouldn't this be covered by the Notify Assignee rule? Do I have to have the "Notify me of my changes" set (and receive hundreds of emails per week) just so I can get the ones from new cases emailed in and assigned to me?

7 answers

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I have the same issue where JIRA does not seem to email the person who created the ticket even though I do say explicitly in the notification scheme that the reporter of the ticket should get an email. This is difficult as when a ticket is created via email if they don't get notification back, they cannot continue to reply to the email and have the back/forth that we were looking for. Can anyone offer any suggestions/help?

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Hi Blake,

You can do this with the notification scheme of your project.

Just make sure that on the Issue Created Event you send a notification to both the reporter (the person who send the email) and the assignee (you).

And make sure that you select the notify my of my own changes in your profile (so that you can test it using your own email address).

Best regards,

Peter

I'm using the Default Notification Scheme and it has the following options already set (which, it seems is what you're asking)

  • All Watchers
  • Reporter
  • Current Assignee

I send a test from my own personal account (not a user on the system) and have not received a notification (Reporter).

My actual company account/user in JIRA is the default assignee, and I'm not receiving an email notification for that either (Current Assignee).

@Mason, as @Taiwo notes in another answer below, JIRA will not send an auto-reply message to someone whose email address is not in the JIRA user directories. The Reporter notification option requires that the Reporter have an active JIRA account. You have Create Users set to false, so your mail handler will not add a JIRA account when someone new sends in an email message. If you set Create Users to true, JIRA will create an account for the new user and that will then trigger the Reporter notification. Of course, there are plenty of reasons not to create new users, especially if you do not have an unlimited user license.

As @Peter mentioned earlier, you might not be getting email notification for your company account because you have your "notify me of my changes" setting turned off in your personal profile in JIRA. Is that setting turned off?

@Randall Thank you for your note.

I am fine with not notifying the user (but this is a standard bug reporting practice).

I changed my profile settings to "Notify me of my changes" but this doesn't really make sense to me. I dont' want to get notified of every change I make. I only want to get notified when a new case comes in that has been auto-assigned to me.

Shouldn't this be covered by the Notify Assignee rule? Do I have to have the "Notify me of my changes" set (and receive hundreds of emails per week) just so I can get the ones from new cases emailed in and assigned to me?

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Hi Mason,

1) JIRA doesn't currently provide the Auto-reply feature you are looking for. A related feature request has been raised here https://jira.atlassian.com/browse/JRA-33393.

A workarround may be to configure an auto-response within the Mail Server itself, that will be sent from mail server whenever a mail is received. The drawback with this workarround ofcourse is that, it may not make much sense if the same response will not apply for emails creating new issues and those adding comments to exising issues.

2) As for notifying the defaut assignee, you simply need to configure this in your notification scheme, ensure that Current Assignee is added to the Issue Created event. I hope this helps.

Regards

Unfortunatelly the issue has been closed. Still can't find an option to communicate with reporter, that is not and not supposed to be a JIRA user

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The answers from Peter and Randall here are correct. Basically, there are 3 issues:

1. Reporters can only be notified if they are users on the system

2. Notify me of my changes is only a switch that controls how the notification scheme works, so if you are set to get notifications for "Issue Updated" on the notification scheme, and you make a change to an issue, you only get that notification if you're set to get notified on your own changes

3. If you're getting notifications for too many events, you simply need to adjust who gets notified on your notification scheme. The only one you specified that you really want is "Issue Created", so remove all of the others

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check the following document how to create notification scheme on ondemand

https://confluence.atlassian.com/display/AOD/Creating+a+Notification+Scheme

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@David,

1. Reporters can only be notified if they are users on the system

does this mean that if a user does not belong to the default "users" group but has permissions to view and modify certain issues (e.g. a freelancer collaborating on a project), he may not receive notifications even if he is a reporter (or assignee)?

The reason I'm asking is that I have been reported that some freelancers collaborating with our team do not receive notifications on some issues so I'm trying to figure out what may be the case

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Dmitry,

as long as they have an account in Jira they can be notified. So if those people are reporter or assignee it means they have a Jira account an thus can be notified.

Best regards,

Peter

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