Reply to Event Triggered Email

I am trying to set up Jira OnDemand so that if a person replies to an Event-triggered email, the reply will not only be posted to Jira as a comment (which is apparently by default), but the reply will also be sent directly to the person that initiated the Event.

Under General Settings, Email from, I have the following; ${fullname} <${email}>;

I have tried sevral permutations of this (including without the carets), all to no avail. It seems that whatever I put in is simplay treated as the "display name" of the email address, which in a reply always defaults to, "jira@companyname.atlassian.net".

Any ideas would be greatly appreciated.

Thanks! Wayne

2 answers

1 accepted

0 vote
Renjith Pillai Community Champion Jan 11, 2013

Actually if the auto-watch is turned on, the orginator should receive the reply email as he will automatically start watching the issue due to his first email.

And this statement is not right as per my understanding:

The email is simply logged as a comment in Jira. AND, unfortunately that comment that is logged in Jira does NOT trigger a comment Event either.

It is indeed handled as a comment event and all the people mentioned in the notification scheme for Issue Commented is notified.

Thanks Renjith. You're quite right, once I turned on the Comment Event in the Notifications Scheme (I had turned it off at one point), the reply emails started being received.

Thanks! Wayne

Hi Wayne,

This isn't really possible as you've described in OnDemand - that setting is just for display purposes as changing any of the SMTP configuration is a restricted function. The best way to ensure that whoever initiated that event is notified is to make sure that the Notification Scheme is sending that email when comments are added.

If you were to use a downloaded version instead of OnDemand, you could make those changes, or as the plugin architecture evolves there should be more opportunity to use add-ons that might be helpful.

Thanks,

-dave

Thanks Dave. Too bad, especially since the proper email address format is achieveable via the configuration. It just ends up being ignored though and being treated as the Display Name for the system-generated Jira address.

The problem is NOT with notifying people when a comment is added. It's when someone REPLIES to an Event-triggered email from Jira. The person that originated the Event (and thus the first email) does not receive the reply email. The email is simply logged as a comment in Jira. AND, unfortunately that comment that is logged in Jira does NOT trigger a comment Event either. The only way the originator of the first Event-triggered comment will see the REPLY is by stumbling upon it in Jira.

Thanks, Wayne

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 ...

3,181 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