How do I configure the email subject line sent back to the user?

[Joe Keller]

Hello,

JSM sends an email to the requester with the key ID in the email's subject line. How do I remove the key ID from the subject?

Thanks!

Joe

[Mike Rathwell]

Hi @Joe Keller ,

I can look at that for you but that may not be something you actually want as that would blunt one of the nice ways for users to interact with Jira.

By default, if an email comes into Jira with an issue key in the subject line, it will turn the email into a comment in that issue. This can reduce user friction to interacting as that simple "read, understand, reply" cycle can get you more timely responses to notifications.

[Jack Brickey]

Indeed, I can't imagine this would be desirable. Maybe if you could explain your use case?

[Yuly Buenahora]

I think that having the email as a comment facilitates the visualization and motivate its management.

Question: If the Jira email doesn´t have the issue key in the subject, where that email ended up? as an attachment in the issue?

[Jack Brickey]

generally if an email is sent without the issue key in the subject then a new issue will be created. However I have seen in recent testing that if the original reporter responds to his/her original email the JSM interprets it to belong to the original issue and therefore adds a comment.