Using Email this issue to manually send a comment to user after issue created and auto-reply sent

Hi,

I am trying to set up the Email This Issue add-on to use for customer support and want to do the following:

1. Receive an email from a non-jira user, create an issue in a project and send an auto-reply to the user. - This works.

2. User replies to the auto-reply email and reply is saved in a comment in issue. - This works

3. Jira user adds comment into the issue and then uses the Email button to send the comment to the user. I don't want to do this automatically as I want to pick which comments I want the non-jira user(customer) to see.

This partially works. I am able to send the email to the user, using the sender's email address that is saved in a custom field. The problem is that even though I add the comment into the Body of the email, it doesn't get sent. It is only including what was sent in the original auto-reply email. Is there a way to configure this to do what I want? When I look in the email log, I see the comment in the Body of the email. It just isn't getting sent.

I have other projects that don't have the auto-reply feature set up, and I can send an Email from those issues and get the results I expect.

Thanks,

Becky

1 answer

1 accepted

0 votes
Accepted answer

Nevermind, of course after I typed up the question I figured it out. I had created a Context entry that was using the Issue Created template. Once I removed it, then it worked as I expected.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 27, 2018 in Portfolio for Jira

Introducing a new planning experience in Portfolio for Jira (Server/DC)

In the past, Portfolio for Jira required a high degree of detail–foresight that was unrealistic for many businesses to   have–in   order to produce a reliable long-term roadmap. We're tur...

2,420 views 15 19
Read article

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