Record of all Email replies in Comments

After I share an issue with a user or tag them in a comment and they reply to the email sent, they're reply is not being added to the comments section of the issue.

Can this be fixed? I would like the replied message to go to the senders email address (as it does now) and the comments section of the issue.

I need to be able to keep track of all emails sent about an issue, and the comments section seems to be the best option so far. Thanks!

2 answers

0 votes
Sounds like you need to configure jira to "create or comment" by email

Thank you for your response Nic.

I have create or comment by email enabled that is not the problem.

Commenting by email works fine when JIRA sends an update email, such as the email sent when someone is assigned an issue. This is because the default reply address is the JIRA system email address.

However, for some reason when you share an issue or tag someone in a comment the email's reply address is the sender's email address, not the JIRA system email address, so no comment is created.

However, I'm not sure if you can change the default reply address.

Ah, I see, the outgoing mails have the wrong email address on for the email clients to pick up "reply to" on them.

I've run into this once before, but not worked out a decent fix for it I'm afraid.

0 votes
Pedro Souza Atlassian Team Jun 13, 2014

Hey,

Let me step in with a suggestion.

Check the mail address for the Notifications of this project on the Administration scetion of this Project.

It may have a different mail than the default outgoing mail.

Cheeers.

Hi Pedro,

I checked and the email addresses are the same, so that's not the problem.

I was thinking I could add my company's mail server to JIRA in the 'Add POP / IMAP Mail Server' section of administration.

Does doing this mean JIRA will check all incoming mail to my company's mail server and if an email relates to JIRA then it will create a comment?

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,167 views 13 19
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot