Several work streams related to Information Security are tracked via tickets, but primarily carried out through e-mail correspondence. When multiple team members are participating, it can be difficult for everyone to maintain visibility on the totality of the effort unless participants are religious about using the "Reply All" e-mail function. Alternatively, members have to be diligent about copying/pasting e-mails into the ticket to keep it up to date. It would be very helpful for these workflows if we could keep the initiating tickets updated for centralized tracking and team visibility by cc: to a Jira intake address.
Thank you for reaching out.
Per your description, it seems you are looking for a way to centralize all the e-mail messages sent for a specific issue in your JIRA. Is that correct?
In fact, you can configure your JIRA with an e-mail handler selecting the Default Cloud Mail Server and using it to add comments to a common Issue. These would be the steps:
1 - Navigate to JIRA Settings > System > Incoming Mail > Configure the handler "Add comment with the entire email body"
2 - Add the issue key in the summary field of the e-mail.
3 - Copy the Default Cloud Mail Server in the e-mail
P.S: Both settings described in step 2 and 3 are configured automatically if the users answer the e-mail notification of the issue creation.
Doing these steps, every time you create a new issue in JIRA and start a thread with e-mail answers, all the e-mails answered will be added as a comment to issue.
For more details about the suggested steps, check the documentation below:
Let us know if this is what you are looking for.
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